Hi All,

We have a requirement to implement. The use case is as below

1. Pega sends out an email to any inbox

2.The recipient replies to that email and attaches documents to the email

3. Pega must receive the email , extract the case id (of the case used to send the outbound email - Send Correspondence) and attach the incoming email attachments to the case.

To implement this we wish to leverage the OTB features

1. @baseclass.SendEmailNotification for sending the email

2. "ProcessInboundEmail" for processing Inbound Mails

Following observations -

1. SendEmailNotification generates a random pyMessageID and places it to the header as "Message-ID" of the outbound email. {Something like " ----JavaMail.audl--"}

2. When the outbound correspondence [object of Data-Corr-Email] gets saved the Declare Trigger "Email" is invoked that stores the email in "Index-Data-Mail" with mapping " pyMessageID (of object Data-Corr-Email) to pyLabel (of the Index-Data-Mail)."

3.The ProcessInboundMail activity retrieves the Case ID (one from which the correspondence is sent) from the "Index-Data-Email" class by matching the pyMessageID of the incoming mail (reply to the pega correspondence mail) with pyLabel which contains the subject of the email with case id. Step 3 will always fail for all incoming emails as the pyMessageID has a random value where as the pyLabel of the index class contains the Email Subject with error the emails are not getting found.

Could someone please throw some light to -

1. Why is a mapping done from pyMessageID to pyLabel when the correspondence always contains a random value for MessageID?

Looking for a solution with minimum customization by leveraging OTB Pega features.

Thanks

Juhi Joy

***Updated by moderator: Lochan to add create new post from this reply***

Original Post: Emails not being attached to cases appropriately