Cora OpsManager allows creation of a case through email sent to a specific mail ID. To enable this, you need to add at least one email to Cora OpsManager that will be listened to while creating and processing a case.
Best Practice:
Instead of adding too many email listeners, auto forward emails from several mailboxes (inboxes) to one inbox, and listen only to this inbox (it is recommended to forward a set of maximum 10 inboxes to one mailbox).
To configure mail boxes in Cora OpsManager:
- Create an email listener, by duplicating ICM Email Listener workflow.
- Add record to MailboxRoutingConfig lookup.
Configure an email listener workflow
Duplicate the ICM email listener workflow, and save it with a new name.
NOTE:
Do not use or edit the original email listener.
Follow the steps below to configure your own email listener workflow:
- Go to Administration > All Workflows > ICM Email Listener.
- Right click and select Manage Versions (Active).
- On pop-up window, click Create a copy of this workflow.
- Give it a name, and click Create.
- Click Open Workflow.
- Select ICM Email Listener activity, and in the right menu click on the ellipsis (...) near the Job Name attribute.
- On the Job tab,
- Type a job name.
- Select the Job is enabled check box.
- Click Next.
- Fill in the details in Command tab.
NOTE:
- Select Include message attachments and linked resources check box.
- In case you want to attach the original email to the Case as a message in *.msg format, select the Save message content as attachment check box.
- Click Next.
- On the Advance options tab, add the following details:
- Repeats by: select Minutes.
- Every: add 1.
- Click Finish.
See Email Listener Activity Overview article for details.
Add mailboxes to Cora OpsManager
As a part of process of adding mailboxes to Cora OpsManager, you need to add values to MailboxRoutingConfig lookup table.
- Go to Administration > Lookup Tables > ICM Data Model > MailboxRoutingConfig.
- Click Add New Record, to create new record with the following properties:
Field | Description |
Listener mail box | Mailbox you are listening to. |
Originated mail box | Mailbox(es) from which the email is forwarded. |
Legal entity | Not in use |
Region | Not in use |
Team group | The team responsible for the inbox. |
Country | Country set for the Case as per the originated inbox. |
Case category | Category set for the Case as per the originated inbox. |
Case type | Type set for the Case as per the originated inbox. |
Default response language | The default language set for auto email responses. |
| Allow Send Auto Notification | To allow the originated inbox to send auto notifications. This is selected by default. |
| CreateCaseIfCC | To allow creation of a case from the mail ID in CC. This is not selected by default. |
NOTE:
You must include in this list,
- a record for the listener inbox such that the originated mailbox and listener mailbox are same, and
- a record for your default ‘from address’ as mentioned in the PlatformConfig lookup.
If you do not want to create a case from a specific mailbox, make sure you do not add the mailbox to the Originated mail list.
