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Enabling creation by email for top-level cases

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Associate an email account with a top-level case type to provide a way for users to create cases remotely.

  1. Creating an email account in Dev Studio.

    You do not need to create an email service implementation, because your application generates the required rules when you associate the email account with a case type.

  2. Verify that you can connect to the email server.

    1. Open the Email Account form.

    2. In the Sender section, click Test Connectivity.

    3. In the Receiver section, click Test Connectivity.

  3. Use Admin Studio to ensure that the listener that supports your email account is running. For more information, see Managing listeners.

  4. Manually associate the email account with a top-level case type.

    To increase the visibility of this association, use a channel interface instead. See Setting up the Email channel.
    1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

    2. On the Settings tab, click Email instantiation.

      The Email instantiation tab is available only for parent case types.
    3. In the Starting process list, select a flow that runs when the case is created.

      Although case types can have more than one starting process, an email account is associated with only one starting process at a time.

    4. In the Email account field, press the Down Arrow key and select the name of an email account that is not associated with another case type in your application.

      You are warned when you select an email account that is already in use. If you save your case type with this configuration, more than one listener monitors the same email account, which can result in inconsistent case creation.
    5. Select the Enable email listener check box to start the listener that monitors your email account.

    6. Click Save to create the required integration rules.

    7. Optional:

      For more information about the integration rules that support email instantiation, from Dev Studio, click Configure Integration Email Email Listeners .

  5. Test your changes by sending an email message to the address that is specified in the email account.

    You can also reply to the confirmation email that you receive after the case is created, to continue the discussion with a case worker or ask a question about the case.

When your application creates a case in response to an email message, the original message and corresponding replies are stored in Pulse.
  • Email account limitations

    The following limitations apply to the email accounts in your application. Ensure that you understand how these limitations affect your application before you enable email approval or email instantiation for a case type.

  • Troubleshooting errors with email instantiation

    During email instantiation, some issues might occur that prevent case creation and, as a result, hinder the workflow in your organization. By troubleshooting errors with email instantiations, you increase the automation of case processing and deliver efficient software.

  • Standard rules used by email instantiation

    When you enable email instantiation for a case type, a set of rules and data instances are created. Although these rules are managed by your application, it is good to know how they are named and what functionality they provide in the event that you need to remove them or debug an issue.

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