6 Replies Latest reply on Oct 27, 2016 11:48 PM by chooi

    Identify which mailbox an Incident is created

    chooi Apprentice

      I have two email listener (Office 365) mailboxes; one for VIP customers and other for normal customers, which creates Incidents using the OOTB Incident Email Processor.

      Is there a way to identify the mailbox when/after an Incident is created so that the Incident can be flagged as a VIP or non-VIP?

      I am running HEAT 2016.2 (Cloud).

        • 1. Re: Identify which mailbox an Incident is created
          dcogny Expert

          I only have one mailbox (and don't use the OOTB precessor), so this is pure theory:

          - Create a Trigger Business Rule in the email Business Object.

          - Select "Object Event" > "On Insert".

          - Add a "Conditional Expression" like: "$(FromAddrList == "[email protected]")  - It will run only when the mailbox is the VIP

          - Update the Incident by selecting whichever field you have for tagging the VIP ones (i.e. "IsVIP" == True) - You would have to create a QuickAction for the Incident and run it from the Email Business Rule using the "Run for a child" Action.

           

          Or Create an "IsVIP" field on the Email and Set it to true on "Initializing" if it comes to the VIP Mailbox, and push the information from the email to the Incident on linking:

          Capture.PNG

           

          If you have any question about this, don't hesitate asking.

           

          Daniel.

           

          Edit: Changed "ToAddrList" to "FromAddrList" as per chooi's remark (Thanks for the correction )

          • 2. Re: Identify which mailbox an Incident is created
            chooi Apprentice

            Many thanks Daniel, I tried the first option and it worked .

            For those planning to use this solution note that the condition should be FromAddr not ToAddrList.

            • 3. Re: Identify which mailbox an Incident is created
              TDougl Apprentice

              Hi chooi,

               

              There's a much simpler way to do this out of the box (since 2014.1).

               

              1. Log in to the tenant with the Administrator role
              2. Go to the Inbox workspace
              3. Open your Inbox record
              4. Make sure 'Email Processor' is set to 'Incident'
              5. Check the box called 'Include Source Mailbox Name'
              6. Click Save

               

               

              Now when an Incident is created from an incoming email, the 'Created by' field will show the name of the mailbox.

               

              You can parse this using the Find() function to set your VIP flag.

               

              if Find("[email protected]",CreatedBy) != -1 then true else false)

               

              Hope this helps.

              1 of 1 people found this helpful
              • 4. Re: Identify which mailbox an Incident is created
                SusanJS Specialist

                Maybe I'm missing something, but couldn't you just tag the customer profile as VIP instead?  Then any incidents linked to that customer will always be flagged as VIP.  We have this setup where the VIP flag from the customer profile is passed to the Incident or Service Req. and triggers a red banner to instantly identify as priority.

                1 of 1 people found this helpful
                • 5. Re: Identify which mailbox an Incident is created
                  chooi Apprentice

                  Excellent. Thanks for the even better solution Terry

                  • 6. Re: Identify which mailbox an Incident is created
                    chooi Apprentice

                    You are correct but we are considering if we want to flag a customer profile as VIP if they come in via the VIP mailbox.