Question
P3Fusion
IN
Last activity: 17 Sep 2024 7:59 EDT
Attach inbound email to service case & Reply email from the Service case
Hello Pega Community,
We are using PegaCustomerService FW, We have already email listener configured to create email interaction (Not using email channel /email bot).
We have the following issue.
1. Interaction created for a inbound email I-2345.
2. For the Interaction I-2345, 2 service cases G-34(General Request) & A-34 (AddressChange) created
3. User want to send email from the service case G-34 with caseid in the subject and the email replied from that should get attachted to the corresponding service case.
4. User should view the email replied inside the service case.
This sounds like email channel configuration, But it will support for the Interaction class. We need the same working principle for service cases.
Any ideas ?
Pegasystems Inc.
GB
@MatheswaranRavi To achieve the functionality where emails replied from a service case get attached to the corresponding service case and are viewable inside the service case you can configure a Service Email Rule in Pega. This rule will allow you to create or update cases from incoming email messages. Here are the steps you can follow to set this up: 1. Create a Service Email Rule: Configure a service email rule in Dev Studio. An email listener will monitor an email inbox and route incoming messages to this service email rule. The service activity for the email service will process the information in the message and attach it to the appropriate case. 2. Email Listener Configuration: Ensure that your email listener is correctly set up to monitor the inbox and route messages to the service email rule. This will help in associating the email replies with the correct service case based on the case ID in the subject line. 3. Processing Email Replies: The service activity can be designed to check the subject line for the case ID and attach the email content to the corresponding service case. This ensures that the email replies are visible within the service case. By following these steps you can achieve the desired functionality without using the email channel or email bot. This setup will allow the email replies to be attached to the corresponding service cases and be viewable inside the service case.
@MatheswaranRavi To achieve the functionality where emails replied from a service case get attached to the corresponding service case and are viewable inside the service case you can configure a Service Email Rule in Pega. This rule will allow you to create or update cases from incoming email messages. Here are the steps you can follow to set this up: 1. Create a Service Email Rule: Configure a service email rule in Dev Studio. An email listener will monitor an email inbox and route incoming messages to this service email rule. The service activity for the email service will process the information in the message and attach it to the appropriate case. 2. Email Listener Configuration: Ensure that your email listener is correctly set up to monitor the inbox and route messages to the service email rule. This will help in associating the email replies with the correct service case based on the case ID in the subject line. 3. Processing Email Replies: The service activity can be designed to check the subject line for the case ID and attach the email content to the corresponding service case. This ensures that the email replies are visible within the service case. By following these steps you can achieve the desired functionality without using the email channel or email bot. This setup will allow the email replies to be attached to the corresponding service cases and be viewable inside the service case.
For more detailed guidance you can refer to the documentation on creating a Service Email Rule.
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