Service Manager

Using XSLT to Process Incoming Emails in XML Format

•About Receiving Emails in XML Format

•How XML Emails are Processed with XSLT

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About Receiving Emails in XML Format

This feature allows external users to send emails formatted in XML to Service Manager. The application uses an XSLT script to convert the XML-formatted email into the supported XML format that Service Manager uses to create a new incident or other business object.

To support Unicode characters within the email body, check Compress Message in the Inbox Configuration workspace. See Working with Email Inboxes for more information.

See Examples of Processing Emails Received in XML Format for examples of the files described below. See Hierarchical XML File Examples for information about another Service Manager feature that uses XSLT to convert XML.

How XML Emails are Processed with XSLT

The following diagram shows how Service Manager processes XML-formatted emails with XSLT. Service Manager fully supports XSLT version 1.0 with limited support for XSLT version 2.0.

Flowchart Showing How XML Emails are Processed with XSLT