How can I create a case from an inbound email?

You can enable a feature in Case Management that allows cases to be automatically created from inbound emails from your customers.

How does it work?

When a case is created from an inbound email, the subject of the email becomes the title of the case. The body of the email is captured in the problem description, and creates a customer entry message as a conversation.

If the sender isn't known, based on a lookup of the email address, a case is created without a contact associated.

Once a Case is created, case workers can respond to that email from within the context of the Case. As case workers and the customer correspond, all information is captured as part of a conversation message thread.

How do I enable this feature?

Before configuring this feature, ensure that your inbound email is setup and configured properly. For the setup and configuration steps for inbound email see: How do I set up inbound and outbound email?

Once your inbound email setup and configured, you need to create a new channel.

Note: You need to have Administrator privileges to create the channel.

Navigate to Setup and Maintenance.
Select the Service Offering.
Go to Communication Channels > Manage Communication Channels > Create Channel.
Enter all the requested information.
Set the Purpose Code to Case.

For more information about creating a communications channel see: How do I configure an email channel?

Now, when emails are sent into the email address identified in the Account Name a new case is created.

What privileges are needed?

Privileges Needed to Create a Case from an Inbound Email

Name	Code	Description
View Conversation Message	SVC_VIEW_CONV_MSG	Allows a user to view a conversation message.
Participate in Customer Conversation	SVC_PARTICIPATE_IN_CUSTOMER_CONVERSATION	Allows a user to participate in a customer conversation.
Participate in Collaboration Conversation	SVC_PARTICIPATE_IN_COLLAB_CONVERSATION	Allows a user to participate in a collaboration conversation.

Note:

If the customer sends an initial inbound email that doesn't have a subject, the Case creation will fail because the title of the Case is a required field. If this is a concern, please contact My Oracle Support and they can provide you with a workaround.