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Additional Requirement for Nonjoined Generic Recipients
When you configure nonjoined generic recipients, the business component must belong to the
Messaging Recipient business object. (The Contact and Employee business components already
belong to this business object.)
Configuring Joined Generic Recipients
To configure joined generic recipients for a business component, specify values for the following
business component user property:
■
Recipient Id Field N (where N is an integer). A comma-delimited list of three required
values, and an optional fourth value, that points to records in the joined business component.
The Send Email, Send Fax, and Send Wireless Message commands use this user property.
For example, the Service Request Contact joined generic recipient type is defined for the Service
Request business component using the Contact Id, Contact, Service Request Contact value. The
value for this user property includes the following elements:
■
The foreign key field in the parent business component that points to records in the joined
business component. In this example, this field is Contact Id, a field in the Service Request
business component that corresponds to the Id field in the Contact business component.
■
The joined business component. In this example, the joined business component is Contact.
■
The text of the label to appear for this generic recipient in the Recipient field. In this example,
this text is Service Request Contact.
■
An optional fourth element that identifies the primary key field in the target business
component to join to. By default, the field name is assumed to be Id. Include this element in
the user property value if the field name is other than Id. (In this example, this element is
unnecessary because the Contact business component uses the Id field.)
You can specify multiple joined generic recipients for a business component. That is, you can define
the Recipient Id Field 1 user property to specify one joined generic recipient (such as Service Request
Contact), Recipient Id Field 2 to specify another recipient (such as Service Request Owner), and so
on. The order of the integers in the user property names determines the order in which the joined
generic recipients are listed in the Recipient field.
Additional Requirements for Joined Generic Recipients
When you configure joined generic recipients, also consider the following requirements:
■
For Send Email and Send Fax, the user properties of the nonjoined type must be set in the joined
business component, such as in the Contact business component, joined from the Service
Request business component. For information about the user properties of the nonjoined type,
see “Configuring Nonjoined Generic Recipients” on page85.
■
The joined business component, such as Contact, must belong to the Messaging Recipient
business object. (The Contact and Employee business components already belong to this
business object.)
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■
If a business component has user properties defined to specify both nonjoined and joined generic
recipients, then the joined recipients take precedence.
■
If any user property definitions of Recipient Id Field N are specified as inactive in Siebel Tools,
then all such definitions with higher numbers are also inactive.
Configuring Default Templates for Send
Email Command
This topic describes how to configure a default communications template for an applet. You use this
communications template with the Send Email command (F9 shortcut). A default template is
preselected and populates the message area when the Send Email command is invoked. The default
template is based on the current (active) applet at the time the command is invoked. For more
information about communications templates, see Chapter7, “Configuring Communications
Templates.”
To specify that a specific email template is the default for a given applet, specify the template name
as the value for the Mail Template applet property for the applet. You do this in Siebel Tools. For more
information about using Siebel Tools, see Using Siebel Tools, Configuring Siebel Business
Applications, and Siebel Developer’s Reference.
For example, by default, the email template Service Request Assignment is associated in this manner
with the applet Service Request List Applet and with other applets that display service request
records in the Service screen.
When the Mail Template applet property is set for an applet, and the repository changes are compiled
and distributed, users do not need to explicitly select the template from the Body drop-down list
when they use the Send Email command and this applet is active.
Setting a default template for the Send Email command overrides template visibility by channel. For
example, if a template is specified as the default email template for Change Request applets, then
this same template is also the default template for these applets for the fax and wireless message
channels (using the Send Fax and Send Wireless Message commands).
Configuring the Retry Interval for
Outbound Email
When users send an outgoing email, sometimes the processing does not complete because, for
example, the recipient address on the email is invalid. An attempt is made to send the email again
at an interval (in minutes) that you can designate. The default value for this retry interval is 15
minutes, but you can change this default value.
To configure the retry interval for outbound email
1
In Siebel Tools Object Explorer, select the Business Component object.
2
In the Business Components list, select the Comm Outbound Email business component, and
check out the project.
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3
Select the Send Retry Interval user property for this business component.
4
Change the value for this user property.
5
Check in the project.
6
Compile and distribute the new SRF (Siebel Repository File).
Configuring Invalid Characters or
Symbols in Email Attachment Names
By default, if the file name for an email attachment contains a designated invalid character, then the
character is replaced with an underscore ( _ ). Although you cannot delete the default invalid
characters, you can add additional invalid characters to these default invalid characters. You can also
change the default replacement character from the underscore to another valid character or symbol.
The default invalid characters and symbols follow:
To configure the invalid characters or symbols in email attachment names
1
In Siebel Tools Object Explorer, select the Business Service object.
2
In the Business Service list, select the Inbound E-mail Manager business service, and check out
the project.
3
Select the InvalidAttachmentFileNameCharacters user property for this business service, and add
additional characters or symbols to the existing invalid characters or symbols.
If this user property does not exist, then you can create it. Define the invalid characters or
symbols in hexadecimal format, and separate each character or symbol with a semicolon.
4
Select the InvalidFilenameReplacementChar user property for this business service, and change
the existing replacement character (the underscore) to another valid character or symbol.
5
Check in the project.
6
Compile and distribute the new SRF (Siebel Repository File).
Process of Authenticating Sender Email
Addresses
To authenticate a sender’s email address, perform the following tasks:
■
Backslash (\)
■
Quotation mark (")
■
Slash (/)
■
Less than symbol (<)
■
Colon (:)
■
Greater than symbol (>)
■
Asterisk (*)
■
Vertical bar (|)
■
Question mark (?)
■
Tab character (\t)
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■
“Authenticating Sender Email Addresses Using Employee Email Addresses” on page 89
■
“Authenticating Sender Email Addresses Using Alternate Email Addresses” on page 91
■
“Recapturing the Account ID” on page 93
The eMail Response - Process Service Request workflow process authenticates inbound email sender
addresses during the Lookup Sender step. For more information, see “eMail Response - Process
Service Request Workflow” on page 181.
NOTE: Many customers can deploy Siebel Email Response without further customizing. For
customers with more complex needs, this topic contains information that they can use to customize
eMail Response - Process Service Request workflow.
CAUTION: Changes to one step in a workflow process can affect other steps later in the process.
Therefore, be careful when customizing any workflow, and test all customized workflow processes
thoroughly before implementing them in a production environment.
Authenticating Sender Email Addresses Using Employee
Email Addresses
When authenticating a sender’s email address using the employee email address, returning the
Account Id value is not useful. Therefore, you might want to change the Value Fields argument to Id
to return the row ID of the employee who has access. You might decide to use the value in the
workflow to set the Owner Id field of the service request record. Before changing any workflow, make
sure that you are familiar with the procedures and guidelines for changing workflows. For more
information, see Siebel Business Process Framework: Workflow Guide.
Perform the following procedures to customize the workflow to authenticate the sender’s email
address:
■
“Changing the Lookup Sender Step to Capture Employee Email Addresses” on page 89
■
“Changing Related Workflows and Subprocesses” on page 90
This task is a step in “Process of Authenticating Sender Email Addresses” on page88.
Changing the Lookup Sender Step to Capture Employee Email
Addresses
If employees must be authenticated using email, then you can modify the Lookup Sender step input
arguments by setting the Business Object field to Employee, the Business Component field to
Employee, and the Query field to EMail Addr (the field in the Employee business component that
stores the email address).
To change the Lookup Sender step to find the employee email address
1
In the Siebel Tools Object Explorer, select the Workflow Processes object.
2
In the Workflow Processes list, query for a process name of eMail Response - Process Service
Request.
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3
In the Workflow Processes list, select eMail Response - Process Service Request and then click
Revise.
The status of the workflow process changes to In Progress.
4
In the Workflow Processes list, right-click eMail Response - Process Service Request and choose
Edit Workflow Process.
The Business Process Designer appears.
5
Right-click the Lookup Sender step and choose Show Input Arguments.
6
In the Input Argument list, make the changes in the following table.
7
Right-click the Lookup Sender step and choose Show Output Arguments.
8
In the Output Arguments list, delete Account Id.
NOTE: For information about recapturing the Account Id, see “Recapturing the Account ID” on
page 93.
9
Right-click the Lookup Sender step and choose Show Process Properties.
10
In the WF Process Props list, add a new process property named Employee ID and change the
value in the Data Type field to String.
11
Right-click the Lookup Sender step and choose Show Output Arguments.
12
In the Output Arguments list, modify the Contact Id output argument by changing the Property
Name field to Employee Id instead of Contact Id.
13
In the History Toolbar, click Back to return to Siebel Tools.
14
In the Workflow Processes list, right-click eMail Response - Process Service Request and choose
Validate.
15
In the Workflow Processes list, right-click eMail Response - Process Service Request and click
Deploy.
Changing Related Workflows and Subprocesses
After you change the Lookup Sender step, you must also change other steps in the eMail Response
- Process Service Request workflow and any of its subprocesses that use the Employee ID process
property value. Make sure that you set the appropriate fields in the service request or activity records
so that they use the row ID of the employee record that the Lookup Sender step finds.
Input Argument
Type
Value
Business Object
Literal
Employee
Business Component
Literal
Employee
Email Address
Process Property
Email Addr
Query
Literal
Email Addr
Value
Literal
Id
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