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Enabling creation by email of 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.

  • Review the limitations on email accounts to understand how they affect your application

  • Do not use a personal email account because unread messages are deleted when the email listener is started.

  • If you do not have an email account, contact your system administrator who can create one for you.

  • Ensure that your system does not use LDAP authentication.

  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 Creating an 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.

    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.

      A starting process applies only to case types without the Create stage. For more information, see The Create stage.
    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.

  • Disabling case creation by email
  • Troubleshooting errors with email instantiation
  • Example case discussion in email and Pulse

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