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Troubleshooting errors with email instantiation

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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.

For example, an insurance agent can send an email to an application to create a case after the agent assesses vehicle damage at a car accident site. By troubleshooting any issues related to email instantiation, you ensure that the application correctly creates a new case, and that the workflow in your enterprise is uninterrupted.

Condition

Users want to create a case by sending an email to a specified email account. An issue with the email account configured for email instantiation occurs and case creation fails.

Unavailable email account

The email account that you configured for case instantiation is currently in use by another case type.

Solution: Creating an email account exclusively for a case type

  1. In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.

  2. On the Settings tab, click Email instantiation.

  3. Clear the Enable email listener check box.

  4. Find and manually delete the set of standard rules that your application created when you enabled email instantiation for your case type.

    For a list of these rules, see Standard rules used by email instantiation.
    Do not delete the email account itself because another case type might rely on it.
  5. In the case type rule form header, click Save, and then click Actions Refresh .

    You disassociated the email account from your case type.
  6. Create a new email account exclusively for your case type.

    For more information, see Creating an email account.
  7. Enable email instantiation for your case type by using your new email account.

The email account cannot send or receive emails

The email account that you configured for email instantiation has issues when sending or receiving emails.

Solution: Testing and debugging email account connectivity

  1. In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.

  2. On the Settings tab, click Email instantiation.

  3. Below the Email address field, click the email address that you associated with the case type, as shown in the following figure:

    Email account for case instantiation
    Email instantiation section of the case type settings with an email
                    address
  4. On the Email account tab of the email account rule form, test connectivity:

    • If the email account cannot send emails, in the Sender section, click Test connectivity.
    • If the email account cannot receive emails, in the Receiver section, click Test connectivity.
  5. In the Test Connectivity window, review the test results.

  6. Optional:

    To obtain more information for debugging, inspect the log files:

    1. In the header of Dev Studio, click Configure System Operations Logs .

    2. On the Logs tab, in the Log utilities section, click Log files.

    3. In the Log File Download window, examine the logs.

      For more information, see Viewing logs.

Redundant HTML tags in incoming emails

Incoming email messages include redundant HTML tags that cause case creation by email to fail.

Solution: Removing redundant HTML tags from an email text

  1. In the navigation pane of Dev Studio, click Records.

  2. Expand the Technical category, and then click Activity.

  3. In the list of activity instances, open the pyTreatIncomingText activity.

  4. In the rule form header, click Save as.

  5. In the Context section, in the Apply to field, select a class that includes the case type that you configured for email instantiation.

  6. Click Create and open.

  7. In row 1. of the activity that includes a Java method, click Expand to see method parameters.

  8. In the Java Source text box, edit the Java script to exclude HTML tags from the email text:

    • To remove tags related to script and script elements, include the doc.select("script").remove(); line in the script.
    • To remove tags related to styling, include the doc.select("style").remove(); line in the script.
    • To remove tags related to formatting, include the doc.select("form").remove(); line in the script.
    • To remove line breaks, include the doc.select("br").remove(); line in the script.
    • To remove metadata tags, include the doc.select("meta").remove(); line in the script.
    The following figure shows a Java script in the pyTreatIncomingText activity before and after removing redundant tags from the email text:
    Removing HTML tags from email messages
    Java script in the pyTreatIncomingText activity modified to remove HTML tags
                    from email messages
  9. In the activity header, click Save.

Your email account is flagged as suspicious

The email provider that you included in the email account configuration flagged your email account as suspicious.

  1. Access your email account by using a web browser or supported client application.

  2. Log in by entering your user name and password.

  3. Follow any additional steps from your email provider to successfully access the account.

    The email provider might require a phone number to send you a verification code.

Email listener does not respond

Email listener does not respond because the email messages are marked as read.

Solution: Keep email messages unread

  • Do not open and read email messages because email listeners respond only to unread messages. Notify your development team of this restriction.

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