Pega Email Listener is not able to read Outlook Form content
We have predefined Outlook Forms available for users to submit requests from Outlook. Once the form is sent to the mailbox, we need the Email Listener to read the email content, create Case and populate the data on the Case.
By default Pega Email Wizard creates Service Email Rule with mappings for predefined fields like “To”, “From”, “Subject”, “Body” etc.. When listener is reading the email and creating a Case, its able to map From / To / Subject / Body etc but the issue is, the Outlook Form fields are NOT part of the email body and those are defined as separate individual fields. Because the content of the form is not part of email Body or any other predefined fields, Listener is not able to read the content.
Has anyone come across similar requirement and know how to enable Email Listener to be able to read Outlook Form fields and map to the Clipboard?
Pegasystems Inc.
US
Assuming the data you want is another field in the header of the email, you should be able to customize the Service Email rule to map specific fields that you want to capture by adding them on the Request tab. I did a quick look for an article that talks about this, but wasn't able to find one. There is a support article that vaguely discusses this: https://pdn.pega.com/support-articles/unable-retrieve-custom-header-when-mapped-service-email
Let us know if you have additional questions.
CIBC
CA
Thanks Nick. We tried that. For example, for "Transit" field, there are 2 different fields defined in the form (010 Transit or txtTransit). I tried with both but still Listener isn't able to read these fields.
Thanks Nick. We tried that. For example, for "Transit" field, there are 2 different fields defined in the form (010 Transit or txtTransit). I tried with both but still Listener isn't able to read these fields.
Pegasystems Inc.
US
Are these fields outside both the body and header of the email? If you're not sure, can you send a sample email to Gmail, then gather the raw data and attach it?
If the data is outside of these fields, I do not believe that you'll be able to map it at this time.
CIBC
CA
Thanks Nick. We have a restriction here so cannot send any email outside of organization. Is there any other way to check if the fields are part of email Header?
I know for sure its not part of the email body. Thanks...
Pegasystems Inc.
US
Gmail is certainly one of the easiest ways to do this, as email clients can show questionable/partial data, but we may be able to find out.
If you're using Outlook, open the email in its own window, go to File > (make sure "Info" is selected on the left) > then click Properties. Check to see if what you're looking for is in the Internet headers section.
CIBC
CA
I tried those steps and reviewed the content under "Internet Headers". The form fields are not visible in there. So seems like those are not part of Header... Thanks...