To create or update cases from incoming email messages, configure a service
email rule in Dev Studio. An email listener monitors an email inbox on a
server that is identified by the details in an email account record. When messages arrive in
that inbox, the email listener routes them to an email service rule.
activity for the email service processes the information in the message. Typically, service
activities are used to create or update cases directly, or by using more advanced options, such
as Pega Email Bot™. If there are any email attachments with the message, the
service activity attaches them to the case. If the message contains Delivery Status Notification
(DSN) information (an undeliverable message, for example), the service activity routes the
message to the worklist of someone who investigates such matters.
Email services can process messages that contain plain text, HTML, or XML. If the incoming
email messages use SOAP, apply a SOAP service rule rather than an email service rule to
process the message. You still use an email listener, but the listener routes the messages to
a SOAP service rather than to an email service.
The following tasks describe how to manually create a Service Email rule in Dev Studio. However, email service rules are automatically generated with
certain configurations, such as creating an email channel or enabling case creation by email.
For more information, see Creating an Email channel and Enabling creation by email of top-level cases.