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eMail Response - Process Service Request Workflow

The eMail Response - Process Service Request workflow processes structured or Web-form messages, which must be submitted in plain text. This workflow attempts to identify a contact record that matches the sender's email address and processes the messages by identifying a keyword at the beginning of the subject line of the inbound email message. This workflow ignores the other words in the subject line. For information about setting up the eMail Response - Process Service Request workflow, see Managing Workflow Processes and Subprocesses, and Siebel Business Process Framework: Workflow Guide.

This workflow is called when your organization receives an email message. Figure 10 illustrates this workflow.

Figure 10. eMail Response - Process Service Request Workflow

Workflow Description. This workflow performs the following actions:

1. Extract Event Fields. This step extracts fields from the email message.
2. Look Up Org? This step determines the value in the Lookup Sender By Organization process property.
3. Lookup Sender. If the value in the Lookup Sender By Organization process property is N, then this step looks for a contact that matches the email address of the sender. For more information, see Lookup Sender Step.
4. Get Organization Id. If the value in the Lookup Sender By Organization process property is Y, then this step identifies the organization that is associated with the email profile (mailbox) in which the message is received. For more information, see Configuring Communications Drivers and Profiles for Email.
5. Lookup Sender By Org. This step looks for a contact who is a member of the organization identified in the Step 4.
6. Send Lookup Error Email. This step sends an error email if the Lookup Sender, Get Organization Id, or Lookup Send By Org step returns a lookup error.
7. Get Subject Keyword. This step gets the text of the subject line of the email message and returns the first word in the subject line.
8. Subject Keyword =?. This step uses the subject keyword to call the appropriate Service Request (SR) subprocess.
9. Update Sub Process. If the subject key word is Update, then this step calls the eMail Response - SR Update workflow to update a service request record in the form of an activity associated with the service request. For more information, see Update Subprocess.
10. Status Sub Process. If the subject key word is Status, then this step calls the eMail Response - SR Status workflow to request the current status of the service request record. For more information, see Status Subprocess.
11. Query Sub Process. If the subject key word is Query, then this step calls the eMail Response - SR Query workflow to find service request records in your Siebel database. For more information, see Query Subprocess.
12. Submit Sub Process. If the subject key word is Submit, then this step calls the eMail Response - SR Submit workflow to create a service request record in your Siebel database. For more information, see Submit Subprocess.
13. Help Sub Process. If the subject key word is not Update, Status, Query, or Submit, then this step calls the eMail Response - SR Help workflow to send instructions for the supported keywords. For more information, see Help Subprocess.
14. Delete Temporary Files. This step deletes the temporary files.