Create email cases based on the CC address of emails
Hi,
As per the current OOTB functionality available in email channel integration rule, we can create email cases (ET-) with the email address mentioned in the "to" (header -> to) field. Is there is a way to create ET- cases based on the cc address in emails.
In behavior tab of the channel and interface rule I can specify the "to" email address where pega should create cases. As per my requirement Pega should look into the email address mention in cc field of the email and create case and route the case to work basket. But as per the OOTB rule configuration of channel and interface tab there is no option to set cc address. Is there is a way to achieve my requirement. Thanks in advance.
Thanks.
Accenture
SG
Wells Fargo
US
Hi Upendhar,
Thanks for your reply.
Yes we can create cases by listening to cc address. But in the behavior tab for routing to work basket or routing to operator Pega is looking at "to" email of the incoming email. Even though I create cases listening to cc email address I can't route to work basket or operator based on cc address. Since there is no option to specify cc email address in behavior tab. Is there is a way to create cases based on cc address and route to work basket/operator based on cc address in Email channel integrations.
Thanks.
Accenture
SG
"But in the behavior tab for routing to work basket or routing to operator Pega is looking at "to" email of the incoming email."
Can you specify where behavour tab present. I could not identify as you said. If possible please attach Screenshot.
Pegasystems Inc.
IN
That is a good catch. We don't have that as a direct option. Which platform version are you on? If you're on 8.1+, you can use 'Condition' and specify your own When rule to get appropriate routing. I'll enter a feedback item to get this OOTB.
Wells Fargo
US
Hi Vikas,
Thanks for you reply.
We are currently in 7.4. Most of the rules around this functionality are final rules. Are you aware of any work around to achieve this functionality in 7.4
Thanks.
Pegasystems Inc.
IN
No, I don't think there is any workaround. You can concatenate your CC list with .pyInbound.pyTo list but that may interfere with rest of the processing like sending replies by CSR, UI, etc.
Hi,
you can do this as below,
1. since you want to create a case based on CC address, just enable the listener to listen to CC ed inbox this way you will be able to create case for CC ed emails.
if in case you cannot follow above approach follow the below.
2. modify the service activity rule and add preconditions to check for CC ed email id as per requirement, after verification you can go ahead and create case else stop processing the email.