Example: Creating or Linking Business Objects via Email
Configure this option after you have created and saved an inbox.
You can set up inbound emails to create an employee record or link to an employee record, or you can create a business object record that is associated with the incident without creating an employee record.
•About Creating or Linking to an Employee or External Contact
•Creating a Link to a Custom Business Object
•Creating Incidents if the Employee or External Contact is Not in the System
•Configuring an Inbox for Emails without a From Address
About Creating or Linking to an Employee or External Contact
From the Inbox Configuration workspace, select Create record by creating or linking the Employee or External Contact to create a new employee using the incoming email address of a message received from a permitted domain. This option is available whether you select Incident, Problem, or Other from the Email Processor field.
Inbox - Create or Link to an Employee
•If you select this option and the user is in the application, the application creates a new incident or generic business object and links it to the existing employee record.
•If you select this option and the user is not in the application, the application creates a new employee record and associates it with the newly created incident or generic business object.
If you do not select Create record by creating or linking the Employee or External Contact, the application creates or updates a generic business object only if the employee is in the application. Otherwise, the email listener does not take any action. The application discards the incoming message and creates a log entry in the application log facility called syslog.
By default, the application adds all new employees to the default organizational unit. However, you must manually change them to active status, even if they are assigned to a team or organizational unit.
Use caution when designating a default domain when using this feature. If the application cannot find the domain, the application attempts to create a new domain for this new user, possibly causing an infinite loop. The best way to prevent this is to define a failure keyword. See Working with Email Inboxes.
Creating a Link to a Custom Business Object
1.From the Configuration Console, click Configure > Email Configuration > Mail Boxes to open the Inbox Configuration workspace.
2.Enter values. See Creating an Inbox.
3.Check Use Method 2 (for Custom BO).
4.In the Relationship to Custom BO field, enter the name of the business object to relate to the incident.
Inbox - Create an Object Related to Incident Fields
Business objects related to the incident are listed in the Relationships child tab of the incident business object.
For example, to create a knowledge record and associate it with the incident, enter IncidentAssocFRS_Knowlege.
5.In the Match the email address from value to the related object field value field, enter the display name of a valid business object field from the related business object. This value is required. This field cannot be empty when you check Use Method 2 (for Custom BO).
For example, if you are creating a knowledge record, enter keywords to map the From value of the email to the keywords field of the knowledge record. The sender of the email (or the From value) is mapped to the field that you specify.
6.Click Save to update the record before continuing.
7.In the Field Mapping child tab, click New Tenant Email Mailbox Mapping. The New Tenant Email Mailbox Mapping window appears.
New Tenant Email Mailbox Mapping
8.Enter the following information:
| Field | Description |
|---|---|
| Map Field | The name of the field to map. For example, PrimaryEmail. |
| Map Value | The value for the field to contain. For example, @From: |
9.Click Save.
10.Repeat as needed to map additional values. Ensure that you map all of the required fields in the target form.
Creating Incidents if the Employee or External Contact is Not in the System
You can create an incident if the employee or external contact does not exist in Service Manager.
1.From the Configuration Console, click Configure > Email Configuration > Mail Boxes to open the Inbox Configuration workspace.
2.Enter values. See Creating an Inbox.
3.Set the following:
| Field | Value |
|---|---|
| Relationship to Custom BO | Enter EmployeeAssociatesIncident. |
| Match the email address "from" value to the related object field value | Enter PrimaryEmail. |
| OR related object field value | Leave this field empty. |
Inbox - Creating an Incident
4.Click Save.
Using this feature incorrectly can cause an infinite loop. The best way to prevent this is to define a failure keyword. See Working with Email Inboxes.
Configuring an Inbox for Emails without a From Address
1.From the Configuration Console, click Configure > Email Configuration > Mail Boxes to open the Inbox Configuration workspace.
2.Enter values. See Creating an Inbox.
3.Ensure that there is a value in the Default Domain field.
4.Check Use Method 1 (for Employee / External Contact / None).
5.Select Create record by creating or linking the Employee or External Contact.
6.Click Save.
7.From the Configuration Console, click Build > Business Objects to open the Business Objects workspace.
8.Open the Journal.Email business object.
9.Click the Business Rules tab.
10.Under the Required Rules section, disable the rule called Required Rule for Journal#Email.FromAddr (Default).
11.Click Save.