Posted: 14 Dec 2016 2:04 EST Last activity: 4 Oct 2018 13:54 EDT
How to attach an incoming email to an existing case ?
I know that we use a unique ID in the Message-ID field in the email header. Will this .pyMessageID be populated for all the emails that are sent to the email account configured to listen(through an email listner) in Pega ?
Can someone help me with the implimentation steps of the same ?
P.S: I do not want to create a new work object on an incoming email. I just want the incoming email to attached itself to the correct already present work object.
Also, this incoming email is NOT a reply to an email sent from pega. This is a fresh email coming from an external system. Will the .pyMessageID still be populated and if yes, how can I use it to attached it to my work object ?
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I'm not sure the answer to your specific questions, but I do know that you can attach emails to existing work objects. As a real world example, PegaSupport does this for SRs. We have an email address associated with a listener that scans the subject of the email for the SR ID and attaches the email to the associated work object. I don't know if it makes use of pyMessageID or some other property to do that routing. I kind of doubt pyMessageID is the property you want to be using for this though.
The description says: "Message ID of the email sent, taken from the Java Mail API."
The usage is: "Useful in matching responses to correspondence sent by PRPC. See the In-Response-To header of "reply" email."
This sounds more like an ID generated outside of the system, so there isn't necessarily a value if you are accepting incoming emails for you to tie to a work item. My guess is that you'll want to have your listener call an activity which looks at whever elements you choose to drive your attachment off of and use that to track down the pzInsKey of the work object and then attach from there.
I hope that helps,
Posted: 4 years ago
Posted: 20 Dec 2016 6:28 EST
Santanu Bhattacherjee (Santanu)
Senior Manager - Sales Automation
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