Hello Team, we have a
unique scenario here at OSFI with regards to Email Listeners.
Background: ( I will try my best to explain… it’s
a unique situation)
We have 3 different sections
using HEAT to manage their requests with record segregation (so they cant see
each others requests and emails)
Each section has their
own email listener ( The listener does not create an incident, emails go into an
Email Triage object in which the Agents will either spawn an incident or
request from it) . All works just fine when an email is sent exclusively to 1
listener, BUT, it is very common for an email to be send to more than one of
the listeners above.
I:E. in the To: field, it contains all 3 listener address’s. When an email comes in, I have a before save
calculation rule that evaluates the To and the CC, and if it finds the
respective address, it sets a Boolean field, which then enables visibility of
that email for the respective role. Also, each listener will create a
Journal.Email record for the email it found in its inbox ( which can also be
fine if….see below). Initially I had this as a single text field that would
insert which Role it is visible too but then the scenerio arose where it is
common for a single email to be sent to multiple listeners address so each role
would need to see this email.
The issue they are
having is when this scenario arises, each listener pics up the email it found
in their inbox and creates the Email Record, my before save calculation evaluates
the To: and CC: and sets those Booleans to
true on all 3 Journal.Email records, which in turn causes the email to show up
multiple (up to 3 if all address where in the To/CC) in each groups email triage
Is there a simple way
to determine which Email Listener created the Journal.Email record? If there is
this would resolve ALL our issues here!!!
I see if we select Incident
as the processor and I check of ‘Include Source Email Name’ it is ‘Supposed’ to
set the createdby value to the address the listener is listening on. ( Did a
quick test and it still showed InternalServices as the createdby)
Also we do not want
every email to create an incident so I can’t even use this feature anyways.
Here is a sample of ( see attachment)
what happens when I include 2 of the email listener address’s on a single
email, as you can see it doubles it up
EmailListenerIssue.docx 167.4 K