Email integration is a component that provides automated dataform creation (Client Service Case) via email requests. It allows the creation of an email account from a Third-party email provider to be accessed and data forms created based on the email account or a specific email alias of that account. After the request has been processed, an email notification is generated from a configurable template and transmitted as a response back to the sender of the originating email.
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- Create your email account.
- If using Gmail, enable the “access for less secure apps” option.
- If using Exchange, the mailbox will need to be IMAP enabled.
- Prior to configuring email integration, create the Email Template you would like to use as your response.
- Create an Email Integration Credential from System Admin
> Email Integration > Add. - Add an Email Integration Alias for the email account and any associated mailbox aliases from the System Admin > Email Integration.
- Complete the Field Mapping for the dataform to be created by this Email Integration from the System Admin > Email Integration.
- Create the Email Integration Reply Template for the response email message from the System Admin
> Email Templates. - Enable and schedule the “Process Email Integration” scheduled process from the System Admin
> Advanced > Scheduled Processes.
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Always Use Default Workspace - Not Required - This optional field when checked will force the system to use the default workspace set in the "Workspace" field, regardless of the other methods of Workspace Selection (see below).
Dataform – Required field - contains the project type associated with this email alias. This determines what type of data form to create. You will use the drop list containing all Project Types to select the Project Type.
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When creating an email template for email integration response, you will use the system admin tile for Email Templates, but you will not need to complete all of the steps required for triggered email templates.
- Go to System Admin
> Email Templates.
- In the Email Templates area, click Add to add a new template.
You will be presented with a series of steps to start generating your new template.
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- Include Dataform Subscribers as 'CC' Recipients - Adds anyone who has subscribed to the dataform as CC recipients when this notification is sent in addition to any other recipients you configure here.
When enabled (selected), this option presents a list to notify internal, external, or both recipient types:- Internal: When the email template is triggered, only internal dataform subscribers are notified.
- External: When the email template is triggered, only external dataform subscribers are notified.
- Both: If you select Both or leave the field blank, all dataform subscribers are notified.
- Add - Click to add a new Recipient record to this notification
- Source - Recipient Source could be the triggering dataform selected in step one, an Ad-Hoc email address typed into the address field, or an email address selected from the Address Source Procedure (see below). This third option will only appear if an Address Source Procedure has been selected.
- Type - What kind of email recipient type are you setting? Options are From, To or CC
- Address - Complete a "From" Address. This email address will be used when responding to the read email - it is common to use a "NoReply" email address here as you do not want a response via email.
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The Email integration scheduled process is as follows:
- Credential is looked up from the API Credentials table using the Application Code which matches the mailbox being searched.
- A list of unread emails is downloaded and processed as follows:
- If "Always use Default Workspace" is checked the system will use the Default Workspace ID, if not then ...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 IF the Business Object is set in the email integration configuration then...
- 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...
- 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 the business object is not configured or it cannot find a match based on CLID OR WSID then...
- The email From address is compared to all employee email addresses (both Personal and Work email) in the system and tries to match the email. If a match is found, the workspace associated with that employee is used and if multiple instances of the employee email (Personal and Work) exist, the most recently changed instance is used. The email addresses are used for workspace lookup purposes to determine where to generate the case.
- If the workspace has not been determined, the contacts will be searched for a contact with the same email as the email "from" address. If found, the primary project ID for the contact will be used as the workspace ID, if not then...
- 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...
- If no workspace is found the default workspace from the alias will be used (based on the To, then CC, then BCC addresses on the original email) along with the project type to create the appropriate data form.
- 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.
- If a business object is specified the EmailIntegrationCreateNewForm is called to allow the business layer to set data values before creating the form.
- If the Business Object does not cancel the save then the data form is saved.
- If the data form was successfully saved the attachments are downloaded and attached to the form based on the alias "Include Attachments" indicator.
- The saved data, in addition to the email fields, is placed into an xml document that is used to generate the reply message
- 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.
- If the Business Object does not cancel the notify action then the notification is sent
- The email is then marked as read.
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If enabled, Turn off "2-Step Verification"
Turn on the "Allow less secure apps" option
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