Auto-log request from email

[Alisha]

Hello,

We'd like to auto-log requests from emails where the Service Manager mailbox is Bcc'd and the person in the 'To' field is the customer. Is this possible please?

Many thanks,
Alisha

[Steve Giller]

Off the top of my head you could do that if the SM mailbox is cc'd in but not bcc'd, and you'd need to capture the To: address in the BPM and update the Customer as by default the sender would be the Customer.

[Alisha]

Hi @Steve Giller,

I have a Get Request Details node, Get Email Details and then Update Customer, but this is not working. Is there anything else that I need to add?

Many thanks,
Alisha

 

 

[Steve Giller]

@Alisha From memory your UserId is not the email address, so you'll need to convert that.

Not sure how I'd go about doing that off the top of my head, but I'll come back to this soon if no-one else pops up with an answer.

[Alisha]

@Steve Giller I've had a look but can't figure out how to convert the email address to the User ID. I'm hoping someone will be able to help!

[James Ainsworth]

Hi Alisha,

While it has been discussed in the past, we don't believe we have an option to directly look up a user ID from an email address.  I'll ask to see if there has been any movement on this.  However, as a workaround it might be possible to do this if any part of the email address matches either the user ID. 

Following your Get Email Details, you could then use this utility to extract the part of the To email address that matches the IDs.

Then use the Hornbill 

[Alisha]

Hi @James Ainsworth,

Should I be using the 'Outcome' or 'Result' to update the Customer in the next node? I've tried both and have used 'Co-worker' and 'Co-worker (From Variable)' but none seem to work.

Many thanks,
Alisha

[Steve Giller]

@Alisha The Result is the value you need. A trick to check what value you're getting during testing is to post it to the Timeline.

Another trick:

Hovering over the information icon will unearth useful info for fields you're less familiar with.

[Alisha]

Hi @Steve Giller,

Thanks for the tip, that's handy to know!

Is there a way to see the actual Result of the Substring task so I know if I've used it correctly?

Many thanks,
Alisha

[Steve Giller]

@Alisha Simply pasting the Result (&[global["flowcoderefs"]["stringUtilsSlice"]["result"]]) into the Timeline should do it.

[Alisha]

@Steve Giller When I paste &[global["flowcoderefs"]["stringUtilsSlice"]["result"]] into the Update, it just shows exactly the same code.

[James Ainsworth]

Alisha,

It may also be worth keeping an eye on this forum post...

 

[Steve Giller]

We discovered that the reason the UserId was not successfully picked up from the incoming email was because there were email aliases in play, and the address that was presented to Hornbill had already been altered by the Exchange Server from the alias to the primary address.
This meant that the alias - which would have matched - was never made available to Hornbill and could not be converted into a UserId