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Query Sub Process (SR Query Workflow)

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

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

From: customer@customer.com

To: webform-processor@siebel.com

Subject: Query

[Severity]

1 - Critical

[Area]

Usage

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

From: webform-processor@siebel.com

To: customer@customer.com

Subject: RE: Query

The following is a list of service requests that match your criteria. They are displayed in comma-delimited format.

2-1CR, 12:51 9/13/2001, Open, Assigned, Important issue

2-1CY, 12:51 9/15/2001, Closed, Closed, Very important issue

How the SR Query Workflow Processes a Request

The workflow process sends an email message to the customer with a list of matching SRs. This preconfigured workflow queries the Abstract, Area, Description, and Severity fields in the Mail Agent Service Request business component. Administrators can extend the workflow to query other fields.

The eMail Response - SR Query workflow can be modified to query using other fields in the Service Request business component by making a few modifications to the eMail Response - SR Query and eMail Response - Search Spec workflows.

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.

Example: Adding Query Fields to the Search Spec Workflow

If you want to query using the Priority field, you should modify the eMail Response - Search Spec workflow. The following example describes the steps for modifying the eMail Response - Search Spec workflow. For additional information, see Siebel Business Process Designer Administration Guide.

To add query fields to the Search Spec workflow

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

    4. 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.

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

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

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

    7. 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.

  7. Click Return to Process Designer.
  8. Double-click the Get Search Criteria step.
  9. Add an input argument, using the following values:

    10. Field Name
    Value
    Input Argument
    Priority
    Type
    Process Property
    Property Name
    Priority

  10. Click Return to Designer and click Activate.

    11. The workflow has a status of Active.


 Siebel eMail Response Administration Guide 
 Published: 21 April 2003