E-mail Listeners application

In the E-mail Listeners application, you can receive and process service request and other types of tickets using e-mail messages. You can create or update tickets. You can also indicate whether the status is changed or queried based on specified criteria.

The E-mail Listeners application can poll multiple e-mail accounts to retrieve messages. Each account is checked at periodic intervals that you establish. Based on the subject line of an e-mail message or the contents of the e-mail message body, an e-mail listener can determine if the e-mail is new or is an updated service request, incident, or problem. An e-mail listener can also determine if an e-mail is a query for information about any business object.

The E-mail Listeners application supports the following features:

The E-mail Listeners application cannot process encrypted or digitally signed e-mail messages.

E-mail processing

E-mail processing uses a predefined workflow process. Various steps in the workflow process create, update, or change the status of service requests, incidents or problems. Other steps in the workflow process execute queries and return query results to the originator of the e-mail. You can customize the workflow process or create workflow processes to suit your needs.

All communications from the originators of the e-mail messages are captured in the service request, incident, or problem communication log. Similarly, generated communications sent to the originator of an e-mail message are captured in communication logs.

You can configure the appropriate log levels to get detailed processing and error information from the system log file regarding the E-mail Listeners application processing of e-mails.



Feedback