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Email to Case

Workbooks Support Posted: 2012-01-29 22:09

It's straightforward to set up Workbooks to create new cases, and update existing cases, via email. The idea is that users can send an email to a support email address, the email is logged in Workbooks, and an acknowledgement email is sent back to the user.  Here I'll outline the steps you'll take to implement this for yourself.

There is an Email to Case script provided in the Workbooks Script Library. It checks an email account held on an IMAP-capable email server (most email servers, including MS Exchange and Lotus Notes, support IMAP) and, if there is email:

  • Copies the email into Workbooks.
  • Either finds an existing case or creates a new one.
  • Links the email to the case.
  • Ensures the case has an appropriate status.
  • Notifies the originator of the email as appropriate, attaching the received email and including the case number.
  • Moves the email into an archive folder.

At Workbooks we use this to deal with received customer support emails; rather than monitoring the INBOX folder we have the process set up to monitor a 'Workbooks Case' folder and drag relevant emails into this. This reduces the number of unnecessary cases and case updates we have to deal with. Our policy is to keep the INBOX empty so that all cases are handled within Workbooks.

When a user replies to the acknowledgement email the case number is included so the reply also ends up associated with the case; and the case is flagged for attention.

To set this up, first go to the Automation section of the Configuration area. Select Scripts and the Script Library tab. Look for the Email to Case script (click to enlarge the image).

Email to Case in the Script Library

Copy it to your own database using the Copy to My Scripts button. You can now Save the script (click to enlarge the image). There is no need to read or change the Source Code but it's there if you need the flexibility.

Copying from the Script Library

Once you've got the script you need to set up a Process to run the script. It can be invoked as frequently as once per minute - like this (click to enlarge the image):

Setting a Schedule

Before saving the new scheduled process go to the Parameters tab for the process and set values for each parameter. There are a lot of options but each is fully documented in the screen where you enter its value (click to enlarge the image).

Setting Parameters

The only parameter which is a little difficult is the IMAP Flags parameter - these are passed straight to PHP's imap_open function when the script connects to the IMAP server. The correct value depends on the email server; for an SSL server we use /novalidate-cert/ssl and it's left empty if SSL is not being used. The documentation for the imap_open function, here, details some more possible values.

Having set the parameters, save the process and wait for logs to appear in the Process Logs area. Each time the script runs a record is created here.  If there are errors you can find out what is going wrong by reviewing the log; perhaps a username or password is incorrect.

That's all there is to it.

Workbooks Support Posted: Thu, 23.05.2013 - 08:13

There are now additional optional parameters available on the email to case script. The parameter 'Notification Suppression Regex' can be used to ignore emails with certain values in the subject bar (useful if an email is stuck in a loop and creating multiple cases). When entering the parameter value it must be enclosed in forward slash characters, with any new values separated by pipe characters (|). The screenshot below shows how the parameter should be set up for multiple values;

If you would like the email to case script to ignore certain email addresses, the best way to do this would be to set up a rule within your email client to move emails from certain addresses(internal emails for example) into a new folder.