Requests can be automatically created from the information in forwarded inbound
emails as long the functionality has been enabled on the configuration screen of SM
application. The emails are also to be sent to a mailbox defined by criteria in the
appropriate inbound email action.
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Navigate to .
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Select the inbound email action called Create [application
name] Request (Forwarded).
The forwarded inbound email action record opens and displays the default
conditions that trigger the inbound email action.
When an email is forwarded
to the mail list defined by the criteria in
Action, a
request is created with the following information:
- The Contact type is set to
Email.
- The email sender (if found) populates the
opened_by and
Caller fields for a newly created
sm_order based item.
- The email subject populates the Short
description field.
- The email body populates the Description
field.
- The email senders company (Sender->Company) populates the
Company field.
- The email senders location (Sender->Location) populates the
Location field.
- The entire email is copied into the Work
notes field.
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You can use the email action as it is or modify it to meet the needs of your
organization.