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.

Create a Mailbox monitor service workflow

Open WorkZone Configurator.
Go to Process > Service workflows.
In the bottom right corner of the page, click Create.
Select the Mailbox monitoring or the Cloud Mailbox monitoring service workflow depending on whether your organization uses Exchange On-Premises or Exchange Online.
Enter a name and description, and then click Create.

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

Prerequisite:

On-premises:

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.

Online:

If you use the client credential flow (see ExchangeOAuthClientSecret), you need to grant access to the mailbox that you want to monitor. See Additional mailbox monitor service workflow setup in the WorkZone Installation Guide.

Open WorkZone Configurator.
Click Process > Service workflows.
Point to the Mailbox monitoring service workflow that you just created, and click Edit parameters to configure the service workflow.
Enter values for the parameters.

If you want the service workflow to monitor multiple mailboxes, pay attention to the configuration of the following parameters:

ExchangeMailBox
DefaultCase
FaultedFolderName
FaultNotificationMailbox
RecipientAddressProperty

The Exchange configurations depend on whether your organization uses Exchange On-Premises or Exchange Online.

On-premises

Name	Description	Sample values
ExchangeUrl	The URL of the Exchange web service.	https://<host>/EWS/Exchange.asmx.
ExchangeDomain	The domain for the Exchange user.
ExchangeUser	Login for the Exchange user. This user must have access to the Exchange mailbox. The user must be a WorkZone user and the name must be in uppercase.	The user that you have set up as the smarttask sender during configuration of WorkZone Process.
ExchangePassword	The password for the Exchange user.

Online

Name	Description	Sample values
ExchangeOAuthClientId	The OAuth2 Client ID that is used to access the mailbox in Exchange Online.
ExchangeOAuthTenantId	The OAuth2 Tenant ID used to access the mailbox in Exchange Online.
ExchangePassword	The password of the Exchange user that is used in the public client flow also named Resource Owner Password Credentials (ROPC ) flow. It is recommended to choose between setting this parameter and the ExchangeOAuthClientSecret parameter. If you fill in both, the ExchangeOAuthClientSecret parameter will be prioritized over the ExchangePassword parameter.
ExchangeOAuthClientSecret	The OAuth2 Client secret used to access the mailbox in Exchange Online. If set, the client credentials flow is used. It is recommended to choose between setting this parameter and the ExchangePassword parameter. If you fill in both, the ExchangeOAuthClientSecret parameter will be prioritized over the ExchangePassword parameter.

Note:

The public client flow (ROPC) with the ExchangePassword parameter is less complex to set up, but it allows logging in without multi-factor authentication to the application in Entra ID, so it may decrease the security level for organizations that use multi-factor authentication to Entra ID.

The client credential flow with ExchangeOAuthClientSecret parameter is better suited for service accounts such as the service accounts that the Mailbox monitoring workflow monitors, but is complex to set up correctly because it requires a second application registration in the Entra ID with the access scoped only to a group of service users.

Other parameters

The parameters below are common to both the Mailbox monitoring and the Cloud Mailbox monitoring service workflows

Name	Description	Sample value
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.
InitialDocumentProcessingStatus	The initial document processing status that will be shown in the Processing status field on the email documents that the Mailbox monitor service workflow creates. By default, this parameter is empty. You define the statuses that you want to use by creating values for the system droplist named DOCPSTAT in WorkZone Configurator, for example New, In progress, Finalized, and so on. See System droplists.

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.