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Submit Subprocess

The eMail Response - Process Service Request workflow calls the eMail Response - SR Submit workflow when it detects the Submit keyword as the first word in the Subject line of an incoming email.

This workflow parses the body of the email message for a set of structured fields that it uses to create the service request.

This workflow works with the Abstract, Area, Description, and Severity fields in the Mail Agent Service Request business component, but administrators can configure this workflow to work with other fields in that business component. For more information about modifying this workflow to process other keywords, see Parsing for Fields in Incoming Email. For information about extending the Mail Agent Service Request business component, see Using Siebel Tools.

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.

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 service request. For more information, see eMail Response - Create Activity Workflow.

The workflow creates a new service record, adds attachments that are received with the incoming email message to the service request, and notifies the sender that a service request is created.

An example of an incoming Web-form Submit message follows:

From: customer@example.com
To: webform-processor@example.com
Subject: Submit

[Severity]
1 - Critical
[Area]
Usage

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

An example of a response that you might send to a customer follows:

From: webform-processor@example.com
To: customer@example.com
Subject:

Your email was received.

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