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Update Subprocess

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

This workflow parses the subject of the email message for a service request number. If it finds a service request number, then the workflow creates an activity record containing the contents of the email message and associates the record with the service request. If a customer sends an email to update the service request, and the email contains an attachment, then the attachment is associated with the service request record.

Siebel Email Response sends an email message notifying the customer that the update is received. If the workflow does not identify a service request, then it sends an error message to the customer.

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

From: customer@example.com
To: webform-processor@example.com
Subject: Update 2-1CR

Here is the update to my service request.

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

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

Your update was submitted successfully.