Mailbox monitor

The mailbox monitor is a service workflow that can monitor an Outlook mailbox and save incoming emails on cases.

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.

Cases for incoming mails saved by the mail monitor service workflow

The case on which incoming emails are saved by the Mail Monitor service workflow 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.

Note: The Mailbox monitor service workflow does not handle emails that have the monitored mailbox as BCC recipient. The emails are not saved.

Unsaved emails

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 whenever an email is not saved automatically due to errors.

To handle unsaved emails, specify the FaultedFolderName and FaultNotificationMailbox parameters in WorkZone Configurator.

Create a mailbox monitor service workflow

The Mailbox Monitor service workflow monitors email activity in a mailbox. The process defines the mailbox that is monitored, and how often the mailbox is checked for emails.

You create service workflows in WorkZone Configurator. See Service workflows in the WorkZone Configurator Administrator's Guide.

Configure a Mailbox Monitor service workflow in WorkZone Configurator

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.

Name	Description	Sample value
ExchangeUrl	The URL of the Exchange web service.	http(s)://<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.
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 that emails are tried reread before they 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.	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 defined, 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 smartmail when an email is received. If you do not specify recipients, no smartmails 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 in case of faulty emails.
FaultNotificationMailbox	The email address of a user who will receive an email notification when an email is not saved automatically.