Inbound and outbound e-mail

Inbound e-mails are those e-mails that are received and automatically create or update your defined processes. You can choose to send a response to an inbound e-mail to confirm if it was successful or not.

Outbound e-mails are those e-mails that are automatically sent in response to inbound e-mail, confirming the success of the inbound e-mail, or containing a requested status report. Outbound e-mail is also sent to notify the relevant people of reminders, assignments or escalations.

You can configure:

For information about associating e-mail addresses with users, see Associating e-mail addresses with users.

Setting up Mail for Inbound e-mail

There are a number of elements involved in setting up Mail:

  1. Create a new Mapping that maps the e-mail attributes to the process attributes. For more information, see Mapping e-mail message attributes to business object attributes.
  2. Set up a separate Service Desk or Asset Manager mail box for each Mapping that you created. For more information, see Configuring a mail box for each mapping.
  3. Specify what actions are taken when inbound e-mail is received. For more information, see Inbound e-mail Action Settings.
  4. Specify how senders of inbound e-mails are recognized and handled. For more information, see Inbound e-mail user settings.
  5. Set up outbound e-mail, which, if required, includes attaching or embedding reports. For more information, see Outbound reports.
  6. Start your inbound and outbound e-mail services. For more information, see Using Mail.

Mail events are recorded in the Microsoft Event Viewer Application Log. For more information, refer to your Microsoft documentation.