Posted: 13 Feb 2019 17:30 EST Last activity: 22 Feb 2019 6:58 EST
Create email cases based on the CC address of emails
As per the current OOTB functionality available in email channel integration rule, we can create email cases (ET-) with the email address mentioned in the "to" (header -> to) field. Is there is a way to create ET- cases based on the cc address in emails.
In behavior tab of the channel and interface rule I can specify the "to" email address where pega should create cases. As per my requirement Pega should look into the email address mention in cc field of the email and create case and route the case to work basket. But as per the OOTB rule configuration of channel and interface tab there is no option to set cc address. Is there is a way to achieve my requirement. Thanks in advance.
Yes we can create cases by listening to cc address. But in the behavior tab for routing to work basket or routing to operator Pega is looking at "to" email of the incoming email. Even though I create cases listening to cc email address I can't route to work basket or operator based on cc address. Since there is no option to specify cc email address in behavior tab. Is there is a way to create cases based on cc address and route to work basket/operator based on cc address in Email channel integrations.
That is a good catch. We don't have that as a direct option. Which platform version are you on? If you're on 8.1+, you can use 'Condition' and specify your own When rule to get appropriate routing. I'll enter a feedback item to get this OOTB.