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Submit Sub Process (SR Submit Workflow)

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The eMail Response - Process Service Request workflow invokes the eMail Response - SR Submit workflow when the eMail Response - Process Service Request workflow detects the Submit keyword as the first word in the Subject line of an incoming email. See Figure 14 for an illustration of this process. This workflow parses the body of the email message looking for a set of structured fields which will be used to create the SR.

Figure 14. Process Service Request Subprocesses

The preconfigured workflow is designed to work with the Abstract, Area, Description, and Severity fields in the Mail Agent Service Request business component, but the workflow can be configured to work with other fields in that business component.

NOTE:  The Mail Agent Service Request business component and the Service Request business component are based on the same table. Therefore, they share some fields.

For more information on extending the Mail Agent Service Request business component, see Siebel Tools Reference.

How the Submit Sub Process Works

After parsing the email message, the workflow looks for an entitlement record, using the Get Entitlement Id subprocess, and calculates a commit time for the SR. For more information, see Create Activity (Workflow Subprocess).

The workflow creates a new service record, adds attachments that were received with the incoming email message to the SR, and notifies the sender that an SR has been created.

See the following example of an incoming Web-form Submit message:

From: customer@customer.com

To: webform-processor@siebel.com

Subject: Submit

[Severity]

1 - Critical

[Area]

Usage

The eMail Response - Process Service Request workflow generates a service request, stores it in your database, and sends a notification to the customer confirming that the message was received.

See the following example of a response that might be sent to a customer:

From: webform-processor@siebel.com

To: customer@customer.com

Subject:

Your email has been received.

Your reference number is 2-1CR. Please use the number for future reference.

Example: Parsing for Fields in Incoming Email

The eMail Response - SR Submit workflow can be modified to process other keywords in the Service Request business component by making a few modifications to the eMail Response - SR Submit workflow.

Identify the additional fields that you would like to parse from incoming email and locate them in the Service Request business component. In the following example, you want to look for the Priority field. Verify that the field is available in the Mail Agent Service Request business component. If the field is not in the business component, see Siebel Tools Reference for information about extending the Mail Agent Service Request business component. For additional information, see Siebel Business Process Designer Administration Guide.

To parse for other fields in email

From the application-level menu, choose View > Site Map > Business Process Administration > Workflow Processes.
In the Queries drop-down list, select eMail Response - Inactive.
In the Workflow Processes list, select the eMail Response - SR Submit workflow and click Revise.

NOTE:  Make sure you click Revise before you attempt to modify a workflow. You can modify a record only if it has a status of In Progress.

In the Process Properties list, create a new process property called Priority in which to store the new field.
Double-click the Extract SR Fields step and create a new input argument using the following values:

Field Name	Value
Input Argument	Priority
Type	Literal
Value	[Priority]%s[

In the Output Arguments list, create a new output argument using the following values:

Field Name	Value	Description
Property Name	Priority	The name of the new Process Property that you created in Step 4.
Type	Output Argument
Output Argument	Priority	The name of the new input argument that you created in Step 5.

Return to the Process Designer view.
Double-click the Create Service Request business service step in the Submit workflow to add the new field.
Add a new input argument using the following values:

Field Name	Value	Description
Input Argument	Priority	The name of the field in the Mail Agent Service Request business component.
Type	Process Property
Property Name	Priority	The name of the Process Property that you created in Step 4.

Activate the workflow process.

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