Defining Email Rule Engine use cases
When the Email Rule Engine receives an email message for creating or updating a record, it determines what action to take according to the rules defined in the use cases. The basic types of use cases are Create and Update.
You can define specific use cases to process the email. For example, you can define the following use cases:
- Communicate with the Email Rule Engine to create a change request that uses a specified change request template, based on the content of the email subject line
- Update an existing change request with work information notes
If an email message does not match any of the use cases defined by you, the system uses broadly defined, generic, default use cases to process the email. You cannot modify the default use cases or add to the default set. The following default use cases are provided:
- Create a Work Order
- Create an incident request
- Create a change request
- Add a work information note to a task
- Add a work information note to a Work Order
- Add a work information note to a Known Error
- Add a work information note to a problem investigation
- Add a work information note to an incident request
If the Email Rule Engine cannot match an email message to any of the use cases, it rejects the email message.
Defining the use cases requires the following steps: