Configure a Mailbox Monitor service workflow

The Mailbox Monitor service workflow monitors email activity in one or more mailboxes. The service workflow defines which mailboxes are monitored, and how often the mailboxes are checked for emails. You can create service workflows in WorkZone Configurator. See Service workflows in the WorkZone Configurator Administrator Guide.

Important: The number of mailboxes that the Mailbox Monitor service workflow can monitor depends on the capacity of the environment. The number of monitored mailboxes and the number of emails that the mailboxes receive will impact the system memory, disk space, and load. Please contact WorkZone support for technical advice if you plan to monitor many mailboxes with a high volume of emails. For example, more than 10 mailboxes and 100 emails per day per mailbox.


Configure a Mailbox Monitor service workflow in WorkZone Configurator

Prerequisite:

  • The Exchange user must have the Delegate access with Editor permission on the inboxes that you want to monitor. See the ExchangeUser parameter. In Outlook, log on to each of the Exchange mailboxes that you want to monitor, and go to File > Account Settings > Delegate access and add the Exchange user as a delegate.
  • The Exchange user must have publishing editor rights. To verify that the permissions are correct, right-click the inbox and click Properties > Permission tab. Verify that the Exchange user has the permission level Publishing Editor and that the Create subfolders check box is selected.

  1. Open WorkZone Configurator.
  2. Click Process > Service workflows.
  3. Point to the Mailbox monitoring service workflow that you just created, and click Edit parameters to configure the service workflow.
  4. Enter values for the parameters.
  5. If you want the service workflow to monitor multiple mailboxes, pay attention to the configuration of the following parameters:

Name Description Sample value

ExchangeUrl

The URL of the Exchange web service.

https://<host>/EWS/Exchange.asmx.

ExchangeDomain

The domain of the Exchange user.

<MyCompanyDomain>

ExchangeUser

Login of the Exchange user. This user must have access to the Exchange mailbox.

 

ExchangePassword

The password of the Exchange user.

 

ExchangeMailBox

The email address of the mailbox to be monitored.

If you want to monitor multiple mailboxes, separate the mailbox addresses by commas.

 

WatchInterval

The interval in seconds between checking the Exchange mailbox for new emails.

A value of 60 – 300 seconds is suitable in most cases.

60

RetryInterval

The interval in seconds between rereading emails that failed to be read. The value must be higher than the watch interval to have effect.

This value should be 2 – 5 times larger than the value for the WatchInterval settings.

300

RetryCount

The number of times a rereading of the emails is atttempted before the emails are abandoned

A value of 2 – 5 times is appropriate.

2

ServiceHandleName

The name used by a service to mark an email as handled. The ServiceHandleName must be unique for each service and never be changed for a specific mailbox.

Any unique combination of letters and numbers.

 

ProcessOwner

The user that will be assigned as process owner.

The process owner may also be an organizational unit.

 

DefaultCase

The case number of the default case that is used for incoming emails. If it is not specified, each email will be saved on a new case.

If you monitor multiple mailboxes, the default case will be a combined case for all incoming emails in any of the monitored mailboxes.

Optional value.

DefaultOfficer

The user that will become case handler on the cases that are created. If it is not specified, no case handler is assigned.

Optional value.

DefaultCaseGroup

The case group that will be assigned to new cases. If not specified, SJ-TEMP is used.

Optional value.

AttachmentsIsAppendices

Email attachments are stored as supplementary documents. If it is not enabled, the email attachments will be saved as main documents.

Optional value. If “AttachmentsIsAppendices” is enabled, the document state cannot be ‘AFS’.

NotificationReceivers

The users who will receive a notification when an email is received. If you do not specify recipients, no notifications are sent.

 

DocumentState

The document state that the documents will be saved with. If it is not specified, the document state will be ARK.

If “DefaultCaseGroup” is not defined, the document state cannot be ‘AFS’.

Authority

The current authority to grant access to the case. Mandatory for corporate access codes.

This value is ignored for a WorkZone standard access codes setup, but it is mandatory for a WorkZone corporate access codes setup.

MailList

The name of the mail list that you want the email documents to be shown on.

Optional value.

MailType

The email document type.

Default value = I.

AttachmentType

The document type of the attachment. Must be a valid value from the AT domain.

Default value = DOK.

SaveSender

The field that the sender's email address is saved to. By default, the email address is saved to the Sent from field. If you do not specify a field, the sender email address will not be saved.

You can use a custom field, and in this case,both the sender's email address and name will be saved.

Optional value.

FaultedFolderName

Name of the Outlook folder used for emails that cannot be saved automatically in WorkZone due to issues in the emails or their attachments.

The folder will be created as a subfolder of the monitored mailbox. The folder will only be created if there are faulty emails.

If you monitor multiple mailboxes, a folder with this name will be created as a subfolder of each of the monitored mailboxes.

 

FaultNotificationMailbox

The email address of a user who will receive an email notification when an email is not saved automatically.

If you monitor multiple mailboxes, the email address that you specify will receive notifications about faulty emails from all monitored mailboxes.

 

RecipientAddressProperty

If you monitor several mailboxes with one service workflow, you may want to add a field on the document detail page for the email document that shows to which mailbox the document was sent. If you have set up such a field, add the code for the field here, and it will be populated with the email address.

See Optional configurations in WorkZone Client.

 

Note: If you have configured the Mailbox Monitor service workflow to monitor multiple mailboxes, you can do additional configuration in WorkZone Client, which will make it easier for users to monitor incoming documents per mailbox and work with the documents. See Optional configurations in WorkZone Client.