• • {pkClientServiceCaseID}
  • {CaseNumber}
  • {Subject}
  • {Body}
  • {luCategory}
  • {DateCreated}
  • {RowGUID}
  • {EmailToAddress}
  • {EmailFromAddress}
  • {EmailAttachmentsUploaded}
  • {EmailAttachmentsRefused}
  • {EmailAttachmentsRefusedReason}

The following is an examples of a template

Subject : Customer Service Case #: {CaseNumber}

Body – This required field contains the decodable template for the generated email subject.  It can contain text and/or field replace codes.   You may use any of the email integration field replace codes or any field replace code available from the data form created during the integration processing.   This template may contain html or text.  The following is an example of an email body using replace codes:

Creating Email Integration Aliases

Email Integration aliases are used to link a credential to an email address and to identify and group several default values necessary for processing the email requests received. The Email Integration Aliases are stored in the Email Integration table (tblEmailIntegration) and can be maintained from System Admin  | Advanced | Email Integration Alias.

To create, delete or modify an email template you access the Email Integration Alias web page dialog and set the following fields:

Configuration   – Required field - contains the email API Credential that is associated with this email alias.  You will use the drop list containing all of the credentials available to select the credential.  And each credential should have at least one Alias associated with it.  For example, if your credential user account is “netwiseclient@gmail.com”, you should have an email alias with the alias field set to this email address.  This will be used as the default for this credential.

Workspace – Required field -  contains the workspace that is associated with this email alias.  This is the default workspace that will be used during the processing of the email.  This value may be overridden by including the workspace in the body of the email.   This override value must contain a valid workspace ID and be formatted as “WSID=#” with no spaces between the “WSID=” and the workspace ID.  You will used the drop list containing all workspaces to select the workspace.

Dataform – Required field -  contains the project type associated with this email alias.  This determines what type of data form to create.  You will used the drop list containing all Project Types to select the Project Type.

Reply Template – Required field -  should contain the reply template to be used to send the process complete notification.  You will used the drop list containing all Templates to select the Reply Template.

Email Alias  – Required field-  should contain the email address associated with this alias.  The email to address will be used to match an email to its associated alias.  Each credential should have at least one email alias associated with account email address.   Additional, email aliases can be created so that email accounts with multiple email aliases can be mapped to different Project Types.  You may create as many email aliases as the provider allows.  There may be differences in the “To address” format of email aliases between providers.

For example:

Credential Username:               client@gmail.com

Email Account:                           client@gmail.com

Email Alias 1:                             client+clientservicecase@gmail.com

Email Alias 2:                             client+createemployee@gmail.com

In this example, you would create 3 email aliases, the first using the Email Account as the email Alias value.  This creates the default email alias to be used.  The second would be created using email alias 1 and the project type set to the Project Type associated with creating a Create Client Service Case project type.  The third would be created using email alias 2 and the project would be set to the Project Type associated with creating an employee (It should be noted that at this time the only supported dataform created via this method is the Client Service Case dataform).

Business Object - Not Required - this is the ClientSpace business object that stores any code to be run during the email integration process.  This should either be left blank or filled in with the appropriate business object - in orur PEO system this would be "ClientSpace.PEO.Business.EmailIntegrationBase" (quotes removed).  This may be used to allow additional optimized functionality to look up the workspace via a “CLID” (ClientNumber) or "WSID" (ProjectID), to modify the data before the data form is created or to modify the data before the reply template is generated and sent.  In this way, you can add layer specific data values to the form or layer specific replace code values to the reply email.

Data Map – This optional field contains the data map associated with this alias.  Although, it is optional there will seldom be cases that this value is not set.  It is used to set values for the fields associated with the data form being created.  All required fields for a data form must have values mapped or the form create will fail.  Automatically generated field replacement codes and email replacement codes may be included in the Data map.   Multiple field value mappings may be included in this map separated by the "bang tag" character string !.!

For example to set the following Customer Service Case field values:

• Assigned To = 3663 (UserID - this can also be handled via configuration on the case type in which case you would not add this to the map)
• CaseNumber=1234 (Can also be set using business rules to set this to the pkClientServiceCaseID on Save in which case you would not add this to the map)
• luCategory=”ClientRequest” 
• Case Type = "Client Help Request"

Your data map would look like:

AssignedTo = 3663!.! CaseNumber = 1234 !.! luCategory = ClientRequest!.!fkCaseTypeID=1275

Remember the field names are case sensitive when setting the values and must match a field name on the form or they will be ignored by the creation processing.

If you have a received from text field, text description or an additional information text field on a data form you can create a complex data map for that field.

For example to set the following field values:

• ReceivedFrom to the from address on the email

  ReceivedFrom ={EmailFromAddress}

• Description to the subject of the email

  Description ={EmailSubject} 

• AdditionalText to a combination of hardcoded values and the email body

  AdditionalText = The Email Body: {EmailBody} and it has {EmailAttachmentCount} attachments .

These may be combined into a single map like this:

AssignedTo = 3563 !.! CaseNumber = 1234 !.! luCategory = TEST !.! ReceivedFrom ={EmailFromAddress}!.! Description ={EmailSubject}!.! AdditionalText = The Email Body: {EmailBody} and it has {EmailAttachmentCount} attachments.

Always Use Default Workspace - This optional field when checked will force the system to always use the default workspace for the selected alias when creating the Client Service Case, regardless of the other methods available for Workspace selection.

Include Attachments – This optional field when set will allow email attachments to be downloaded and attached to the dataform during processing.  File attachments are checked against the list of Valid Email attachment types stored in the Lookup ValidAttachExt, unrecognized email attachments will be added to a .zip archive and attached with the message: "CAUTION! The original file is NOT AN ALLOWED FILE TYPE in ClientSpace and it has been converted to a Zip Archive"

Email Processing

The Email integration scheduled process is as follows: 

1. Credential is looked up from the API Credentials table using the Application Code which matches the mailbox being searched.
2. A list of unread emails is downloaded and processed as follows:
1. If "Always use Default Workspace" is checked the system will use the Default Workspace ID, if not then...
2. The Email Alias looked up based on the email TO address - if a match is found it uses this to determine the workspace, if not then...
3. The body is searched for the CLID token and if found the business object is called to interpret the CLID and return the appropriate workspace ID++++ , if not then...
4. The body is searched for the WSID token and if found and the workspace was not set by the business object CLID request the workspace ID will be set to the WSID value, if not then...
5. If the workspace has not been determined, the contacts will be searched for a contact with the same email address as the email from address.  If found, the primary project ID for the contact will be used as the workspace ID, if not then...
6. If the contact was not found then the Organization table will be searched for an organization with the same email domain.  If found the default workspace for this organization will be used, if not then...
7. If no workspace is found the default workspace from the alias will be used along with the project type to create the appropriate data form.
3. If the dataform type and workspace are found the body is scanned for additional data value tokens that will be added to the form data xml document in addition to the email data items to set valid fields.
4. If a business object is specified the EmailIntegrationCreateNewForm is called to allow the business layer to set data values before creating the form.
5. If the Business Object does not cancel the save then the data form is saved.
6. If the data form was successfully saved the attachments are downloaded and attached to the form based on the alias "Include Attachments" indicator.
7. The saved data, in addition to the email fields is placed into an xml document that is used to generate the reply message
8. If a business object is specified the EmailIntegrationNotifySender is called to allow the business layer to set data values before generating and transmitting the notification.
9. If the Business Object does not cancel the notify action then the notification is sent
10. The email is then marked as read.

Email Integration Email Field Replace Codes

The following field replacement codes are available for use in email template data map fields as well as, the email alias data map fields. 

• {EmailBody} – This contains the entire email body 
• {EmailSubject} – This contains the email subject 
• {EmailToAddress} – This contains the email to address.  In the event there are multiple email addresses, this will be the first email address. 
• {EmailFromAddress} – This contains the email sent from address. 
• {EmailHasAttachments} – This contains a True or False depending on if the email had attachments.  This does not indicate that the attachment was downloaded and attached.  It only indicates the email had an attachment. 
• {EmailAttachmentCount} – This contains the number of attachments on the email. 
• {EmailMessageID} – This contains the email message ID.
• {WSSource} - This contains information about which of the source selection methods (a - g above) was used to determine the workspace in which to create the case.