Question
Wells Fargo
IN
Last activity: 24 Dec 2015 4:49 EST
Inbound Email Processing with Multiple addresses in To field
Hello,
I've configured 2 Email Listeners to process 2 different email inboxes, and createa a Case automatically, which is working fine.
And when an email send to both the emails, 2 cases are getting created which is fine.
But I need to capture only one email address into "To" field of created Case.
For example:
I have 2 email IDs configured with 2 Email Listeners: [email protected] and [email protected]
when an email sent to both of them, then 2 Cases CE-1 and CE-2 are getting created. But, both the cases has the "To" address populated with "[email protected];[email protected]"
But, I need to have
To address in CE-1 as [email protected]
To address in CE-2 as [email protected]
Please let me know, if need more info and guide me to resolve this.
Regards,
Rajesh
PEG
IN
Were you able to trace the Service-Email rules i.e Email1 and Email2. What is the value of pyTo in pyInboundEmail page from Service-Email1 and Service-Email2. Is each field contains [email protected] and [email protected]?
Wells Fargo
IN
Yes, I'm able to Trace the Service Email rule. In both the cases, the value is same for pyTo which is - "[email protected];[email protected]".
Pegasystems Inc.
US
Rajesh,
Hi. Do both listeners call the same activity? It seems like if listener1 gets email from support1@gmail and listener2 gets the email from support2@gmail, you don't actually need to pull the value off the To field, if you don't care about the other addresses. You could just hard code that in a data transform somewhere for each listener.
Thanks,
Mike
Wells Fargo
IN
Mike,
Yes I do have one Service email invoked from both the listeners. So, I couldn't find a way to determine which email box is invoking the service.
You are right, it can be resolved by having 2 different Email services being called from 2 Email Listeners. This is one way of to resolve this, but not sure is this the only way to resolve this?? Because, I do have many email boxes (around 20), so need to create many services. So, looking for simpler solution, let me know is there any other way??
Regards,
Rajesh
PEG
IN
Hi Rajesh,
Instead of pyTo property from .pyInboundEmail page check pyOriginalTo property. I think this will contain the actual delivered email id.
Wells Fargo
IN
Hi Gangababu,
I'm trying to capture the To address value into pyOriginalTo property, but I did not see any mapping field in the Message Header. Please see below screenshot.
When I tried to capture the To field value into pyOriginalTo property, but getting same value. Because it is the same field but capturing into a different property.
But, I see that you have 2 different values, even though it is one email only, set to your properties. What was the field name you have mapped to the pyOriginalTo property.
Regards,
Rajesh
PEG
IN
Hi Rajesh,
Those are 2 different fields. Please find below screenshot taken from PRPC6.3SP1. When we create the Service-Email rule using wizard these will get create automatically.
Wells Fargo
IN
Hi Gangababu,
I have configured the Header Field "Delivered-To", to capture the value into "pyOriginalTo". But, the "pyOriginalTo" property is still missing on the ServicePage.
I'm using 6.1SP2, I think this is not working because of the version. Do you have any idea?
Regards,
Rajesh
PEG
IN
I am not pretty sure. However It seems this property is applicable from PRPC6.3SP1 onwards as we don't have Delivered-To field name PRPC6.1SP2 and PRPC6.2SP1.
Wells Fargo
IN
Thank you Gangababu for helping me with this issue. Seems I do not have any other choice, so I'll go with creating Email Service for each Email Listener.
Regards,
Rajesh
Wells Fargo
IN
This is working fine now, after creating an Email Service for Email Listener, and sending the email id sending as Parameter from Listener to Service.
Thanks,
Rajesh
Wells Fargo
IN
Corrected typo...
This is working fine now, after creating an Email Service for each Email Listener, and sending the email id sending as Parameter from Listener to Service.
Thanks,
Rajesh