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Setting up inbound email (email service) in version 5.4

Use the Email Accelerator to configure an email service that processes inbound email messages. The following steps describe how to configure an email service that uses the information from the email message to create a new work object.

  1. First, ensure that you gathered the information listed in Before you begin configuring email.
  2. From the menu select Tools >Integration > Email Accelerator.
  3. In the Enter Email Processing Information form, complete the fields as shown in the following table and then click Next.



    Email Processing Type

    Select Receive an email and create a work object.

    Work Class

    Select the class of the work object to be created by this email service. The generated service rule will apply to this class.

    Starting Flow Name

    Select the flow the service should use to create the work object. The list shows all the flows that apply to the work class or that the work class inherits.

    Organization Name

    Flow processing requires that there be an organization associated with a work object. Use this field to specify the organization.

    RuleSet Name

    Select the RuleSet for the generated service rule.

    RuleSet Version

    Select the version of the RuleSet for the generated service rule.

  4. In the Email Listener form, complete the fields as shown in the following table and then click Next.



    Email Server Name

    Select or enter the name of an email server data object. If you enter the name of an email server that does not yet exist, the Accelerator displays the Email Server form next, so you can finish creating it.

    Email Listener Name

    Enter the name you want to use for the generated email listener.

    Folder Name

    Enter the name of the email folder the listener will monitor

    Requestor User ID

    Select the name of the operator ID the service should use while it runs (creates the work object).


    Enter the password for the operator you specified.

    Disable Startup

    Specify whether you want to disable the listener for now. If you select this option, the Blocked field is selected on the Properties tab of the generated listener, which disables the listener.

  5. In the Email Server form, complete the fields as shown in the following table and then click Next.



    Host Name

    Enter the DNS name of the mail server.

    Port Number

    Enter the TCP/IP port for the email server. Typically, port 143 for IMAP and port 110 for POP3. The port numbers are different if Process Commander is to use a secure port (SSL) to retrieve messages from this mail server.


    Select the email protocol used to retrieve the messages, IMAP or POP3.

    Email Address

    Specify the email address or username for the email account.


    Specify the password to use for the email account.


    Indicate whether the mail server is using SSL.

    Note: E-mail listeners process only those messages that have not yet been retrieved, or read. If an email listener cannot process an email message because there is something wrong with it — the message is invalid in some way — the listener marks the message as "seen." The POP3 protocol does not support the "seen" attribute. For this reason, it is preferable to configure email servers to use the IMAP protocol, which supports the "seen" attribute, if possible.

  6. In the Service Package form, specify the access group for the EmailDefault service package. Be sure the access group you specify has access to the RuleSet you selected in the Enter Email Processing Informationform. All email services use the same service package, so the access group you specify must be correct for all email services.
  7. In the Review form, examine the list of data objects and rules. To make changes, click the Back button. When you are satisfied with the list, click Next. The Accelerator generates the rules and data objects for the email service.
  8. When the Generated Instances form appears, either click the Edit icons to examine the rules and objects or click Finish to exit the Accelerator.

Because there are many way to configure email services, you may need to edit at least some of the default settings. For example, you may want to do one of the following:

  • Configure the service activity to check for delivery failure messages. For information, see How to create an email service that responds to AutoReply and Delivery Status Notification (DSN) messages.
  • Specify different HTML rules to be used for the responses.
  • Edit the default HTML rules used for the responses.
  • Include additional data mapping rows on the Request tab.
  • Configure the listener to save the original email because the email messages contain embedded images and it's important to see them in their original context. In this case, you open the Process tab of the generated email listener and select the Save original email option. You should probably also select the Ignore email attachments option so the attachments aren't saved twice — once in the original email and then again as individual attachments.

Next Steps

If you are creating this email service to manage delivery failure messages that are triggered by outbound email correspondence, return to How to create an email service that responds to AutoReply and Delivery Status Notification (DSN) messages.

For information about testing your new email service, see Testing your email configuration

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