[+]
[+]
[-]
 [+]
  
 [+]
 [+]
  
 [+]
 [+]
 [+]
 [+]
 [+]
 [+]
 [-]
   
   
   
 [+]
 [+]
 [+]
[+]
Updated on 12/10/2019
Workflow Documentation
Email to Case Rules
Direct link to topic in this publication:

PREVIOUS  |  NEXT

Email to Case Rules

Quick Links


Workflow enables you to create new cases through Email to Case Rules, by sending emails to predefined email addresses. Users can reply to emails received from Workflow, and those replies display as comments in the corresponding case.

Cases you create through email will display at the top of the Find Cases page. 

If an email address from which an email was sent doesn't exist in the workflow, Workflow creates a contact for that email address that will appear as the case creator. 

To access the Email to Case Rules workspace, go to Setup > Automation > Email to Case Rules.

Add Email to Case Account

[Back to top]

To create a new Email to Case account:

  1. Go to Setup > Automation > Email to Case Rules and click the Add Email to Case Account link.
  2. Complete the form fields:
    • Email address: Full email address in the format of jsmith@mycompany.com. 
    • Password: Enter the password for the email account provided above.
    • Server Name: Enter an IMAP server address. The following are common server addresses:
      • Gmail: imap.gmail.com  
      • Outlook/Hotmail: imap-mail.outlook.com  
      • Yahoo: imap.mail.yahoo.com 
    • Port: Enter your unique port number or more commonly, select one of these default IMAP ports:
      • Encrypted, or secure port: Enter 993. 
      • Non-encrypted port. Enter 143. 
    • SSL: Select from these options:
      • Select Yes to enable a secure connection, such as when using port 993.
      • Select No to enable a non-secure connection, such as when using port 143.
        Note: SSL is selected by default with Port 993 as the default value.
  3. Click Add to save your email to case account.

Manage Email to Case Accounts

[Back to top]

Workflow enables you to search, add, update, and remove email to case accounts on the Email to Case Accounts tab in the Email to Case workspace. You can sort the list of existing accounts by name, in ascending or descending order by clicking the Email Account label or Sort icon above the list. You can also do a simple search by entering a keyword in the Search field, or use the Advanced Search feature to filter by User or Server Name using the Search Options link.

Workflow enables you to perform these actions on existing accounts in the Email to Case workspace:

  • Edit: Edit the object properties.

  • Run: When you execute this action, Workflow is running the email to case rules associated with the account and create a case for each received email that satisfies the rule.
  • Details: See the record creation and update details.
  • Delete: Deletes the account and all associated rules.

An account can have multiple rules, but a rule can only be assigned to one account.


Create New Case Through Email

[Back to top]

To create a new case through email:

  1. Send a message to an existing Account in Workflow, from any email account. Enter the following values:
    • To: Enter the email address of the Workflow Account.
    • Subject: Enter the subject pattern that you defined for this email Account. In addition to the subject pattern, you can enter the text that will display as the case name. 
    • Email Body: Enter the text for the case description.
  2. Go to Setup > Automation > Email to Case Rules, and click the Actions button near to the desired Account.

  3. Click Run.

  4. The following message will appear: Processed 1 message(s), and a new case will be created.

  5. Go to Find Cases page to see the case at the top of the table.


Reply to Case Comment Through Email

[Back to top]

To reply to a comment in a case through email:

  1. Go to a case that was created through an Email to Case Rule.
  2. Add a comment on that case.
  3. Go to your email and open the notification you received for adding the comment to the case.
  4. Reply to the received email.
  5. Go to Setup > Automation > Email to Case Rules, and click on the Actions button near to the desired account.
  6. Click Run.
  7. Return to the case to see the comment reply. 

Add Email to Case Rule

[Back to top]

To create a new email to case rule:

  1. Go to Setup > Automation > Email to Case Rules and click the Add Email to Case Account link on the Email to Case Rules tab.
  2. Complete the form fields:
    • Rule Name: Enter a name.
    • Rule Description: Add a brief description. This is used as an internal note for administrators. 
    • Email Account: Select one of the existing accounts to which the rule will apply.
    • Workflow: Select the workflow for the new case.
    • Project: Select the project in which the new case will be placed.
    • Pattern for Email Subjects: The received email subject line must start with this pattern. 
  3. Click Add to save your email to case rule.

Manage Email to Case Rules

[Back to top]

Workflow enables you to search, add, update, and remove email to case rules on Email to Case Rules tab in the Email to Case workspace. You can sort the list of existing rules by name, in ascending or descending order by clicking the Rule Name label or Sort icon above the list. You can also do a simple search by entering a keyword in the Search field, or use the Advanced Search feature to filter by User or Description using the Search Options link.

Workflow enables you to perform these actions on existing rules:

  • Edit: Edit the object properties.

  • Run: This action runs the designated Email to Case Rule, and checks the email address for the account you selected in the Email Account field when created the rule.  
  • Details: See the record creation and update details.
  • Delete: Deletes the rule. You cannot revert this action.

Workflow provides a hidden Scheduled Task feature that you can use to control the frequency of automatic email to case rule executions. Contact SAP Sales Cloud Support for more information about this feature.