Email Integration Processing

Email integration processes an external email account and creates a Client Service Case (dataform). Depending on your configuration, a Client Service Case can be created from each external email received or if Email Integration Discussion Linking is configured, once an initial case is created, additional replies related to the case are posted to the same case.

Note: The Email Integration Discussion Linking feature keeps an email conversation together on a single case. After the initial case is created by the Email Integration feature, any additional reply emails in the thread are posted to that case's Case Discussions thread instead of creating a new case. The related HTML formatting is preserved, and any attachments are also added to the discussion message. Additionally, any replies sent from Case Discussions to the customer are also kept in the same email thread, so the conversation continues in both directions. If the original case is deleted, a reply creates a new case. This feature is not enabled by default. Contact Professional Services if you are interested in enabling it. Also see Configuring Email Integration Discussion Linking.

The Email Integration scheduled process performs multiple actions to process the emails and save them as a case.

Action	Description
Credentials	The credential is looked up from the API Credentials table using the Application Code that matches the mailbox being searched.
Unread emails are downloaded	The list of unread emails is downloaded.
Determine workspace	If Always use Default Workspace is selected, the system uses the Default Workspace ID. The Email Alias is looked up based on the email To address. If a match is found, it uses this to determine the workspace. The body is searched for the CLID (Client Number) token, and if found, the business object is called to interpret the CLID and return the appropriate workspace ID++++. Note: In multi-tenant environments, the CLID includes both the Client Number and the Secondary ID from the Client Master record of a workspace when the Use Multi-tenancy flag is set in PEO Configuration. In multi-tenant environments, the Client Number may not be unique across Prism database instances. Therefore, including the Secondary ID in the CLID ensures proper workspace identification. For example, a CLID of 165::000110 signifies the Client Number is 000110 and the Secondary ID is 165. Also see Multi-tenant Environments in ClientSpace. 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 is set to the WSID value. 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 no workspace is determined, the contacts are searched for one with the same email as the email From address. If found, the primary project ID for the contact is used as the workspace ID and the Client Contact information on the newly created Client Service case is updated using the "From" email address from the matching contact record. If the contact is not found, the Organization table is searched for an organization with the same email domain. If found, the default workspace for this organization is used. If no workspace is found, the default workspace from the alias is used along with the project type to create the appropriate data form.
Body scanned	When the dataform type and workspace are found, the body is scanned for additional data value tokens that are added to the form data XML document in addition to the email data items to set valid fields. Any invalid special characters found in the email subject and body are scrubbed. This process does not log an error message.
Business object	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 dataform is saved.
Dataform saved	The attachments are downloaded and attached to the form based on the alias Include Attachments indicator.
XML document	In addition to the email fields, the saved data is placed into an XML document to generate the reply message.
Set data values	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.
Notification sent	If the business object does not cancel the notify action, then the notification is sent.
Marked as read	The email is then marked as read.