Mailbox monitor
The mailbox monitor is a service workflow that can monitor one or more Outlook mailboxes and save incoming emails as documents on cases.
Cases for incoming mails
The case on which the Mailbox Monitor service workflow saves incoming emails is identified as follows:
- If an email title contains a case number in brackets such as "[00001234-2016]" and the case exists, the mail is saved on this case.
- If an email title does not contain a case number in brackets and a default case is specified in the service parameters, all incoming emails are saved on the default case.
- If there is no case number in an email title or if a default case is not identified, a new case is created for individual emails. The new case gets the title of the email subject and the sender, recipients, and CC recipients are added as case parties.
The Mailbox Monitor service workflow does not handle emails that have the monitored mailbox as BCC recipient. These emails are not saved.
In some cases, incoming emails are not saved on cases due to issues in the emails or their attachments. To get an overview of unsaved emails that must be saved manually, you can set up the Mailbox Monitor service workflow to move the faulty emails to a specific Outlook folder, and in this way separate the faulty emails from the emails in the monitored mailbox. The folder with the faulty emails is a subfolder of the monitored mailbox. A user must then save the faulty emails on cases manually.
You can specify the email address of a user who will then receive a notification email when an email is not saved automatically due to errors.
To handle unsaved emails, specify the FaultedFolderName and FaultNotificationMailbox parameters in WorkZone Configurator.
