Opening up BPM to inbound e-mail routing rules?

[IntegraGreg]

At the moment the inbound routing rules allow us to perform one action and then move the email on success or failure. I'd like to eventually do different things to an incident in tandem with that, such as amending request status or external ref etc.

Is this functionality on the horizon?

[James Ainsworth]

You should be able to perform many actions such as setting the status as part of the BPM workflow that is associated to the request once it has been raised from the routing rules. You can use the condition node in your BPM workflow to check the source (email) and other details that may lead to other BPM Nodes that sets the appropriate information that you need.

We are looking at other options that can be applied as part of the routing rules, but until this is available you may find that the BPM Workflows facilitates some of this.

[James Ainsworth]

Hi @IntegraGreg

I'm pleased to let you know that in the lasted build of Service Manager (914) is now available and includes a feature to allow you to set a number of options for a request that has been raised using the Email Routing rules.  Documentation can be found here.

Regards,

James