Enabling case creation and approval by email

You can configure an email account so that users can create cases and approve, reject, or take another action on a case by sending an email without logging in to the application.

1. Open the Email Wizard by selecting Designer Studio > Integration > Email > Email Wizard and use the wizard to create the email account information. Ensure that you perform the following actions:

   • Select Receive an email and create/manage a work object from the What would you like to do? list.

   • From the What is the class of your work type? list, select the class of the work item that you want to create.

     To allow users to create new cases for a case type by using an email, select the class of the case type.

     Note: Users can create cases for only one case type in an application. Therefore, if you want users to create cases for more than one case type, you must create an application and email account for each case type.

   • From the What is your starting flow name? list, select the flow that you want to use to create the work item. The list displays the flows that can create work items and apply to the work class or a class that inherits the work class. Select pyStartCase or, if you have renamed it, select your starting flow.

   • Select the Would you like to create work? check box so that users can create new work objects with the selected starting flow.

   For example, if you are allowing users to create new cases for a case type or enabling email approval, select this check box.

   • In the Email Account Name field, enter the name of your work pool.

   The pyCreateAndManageWorkFromEmail service activity that is configured on the generated service email captures and validates incoming email by checking for a valid work object ID in the subject line. It also checks for a value of true on the allowCreateWork input parameter. After validation, the system creates a new case from the incoming email and delegates processing to the agent pyProcessEmailRequest.

2. Verify that you can connect to the email server by opening the email account and clicking Test Connectivity in the Sender and Receiver panes.

3. Verify that the listener you created is running.

   Complete the following steps:

   1. Open the System Management Application by selecting Designer Studio > System > Operations > System Management Application.
   2. Click the appropriate node.
   3. Click Listener Management.
   4. If the listener is not running, select it from the Available Listeners list and click Start.
4. Configure the Approval step so that users can approve or reject cases. See Enabling email approval

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