Status of e-mail records

Every e-mail record in the staging table has an associated status. These statuses reflect the sequence of actions that the e-mail listener performs on an e-mail record in the staging table.

The possible statuses for e-mail records are described in the following table.
Table 1. Statuses of e-mail records
Status Description
New
  • If an e-mail message is received with a subject, an e-mail record for the e-mail message is created in the staging table. The status of the e-mail record is set to new.
  • The e-mail record is separated into discrete components (such as to, from, cc, subject, and message). Any attachments are extracted and stored on the file system where the system server resides.
  • Attachments are linked to new attached documents records The records are linked to the e-mail record in the staging table.
In process
  • During the processing of a new e-mail record, the status of the e-mail record is set to in process.
Workflow
  • When the workflow process is initiated, the status of the e-mail record is set to workflow.
  • The workflow process either creates a new service request and communication log, or updates an existing service request.
Invalid
  • If an e-mail message is received without a subject, an e-mail record for the e-mail message is created in the staging table. The status of the e-mail record is set to invalid.
  • The e-mail record remains in the staging table. The e-mail record is not processed further That is, the e-mail record does not enter the workflow process.
  • An administrator can use the resubmit function to correct an e-mail record with an invalid status. When an e-mail is resubmitted, the status is changed to new. The e-mail record is processed as a new e-mail message.
Error
  • If an error is encountered during the staging of e-mail records, the status of the e-mail record is set to error. An error notification is sent to the administrator specified during the configuration of the e-mail listener.
  • If an e-mail address for the administrator was not specified and if logging is enabled, an error is written to the Maximo.log file.
  • If an e-mail record has an error status, that e-mail record is not processed until the error is resolved.
  • An administrator can use the resubmit function to correct an e-mail record with an error status. When an e-mail is resubmitted, the status is changed to new. The e-mail record is processed as a new e-mail message.
Complete
  • Once the workflow process completes successfully, the status of the e-mail record in the staging table is set to complete.


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