Configuring email instantiation for a case type

You can configure a case type to support email instantiation. By associating your case type with an email account, you can provide a way for users to create cases remotely and track the related discussion thread in one place.

Note: Email instantiation is not supported in systems that use LDAP authentication.

1. Ensure that you have at least one email account in your application that is configured to send and receive emails.

   Caution: Do not use a personal email account because unread messages are deleted when the email listener is started.

   To create an email account:

   1. Review the limitations on email accounts to understand how they affect your application.

   2. Create an email account by running the Email Wizard.

      You do not need to create an email service implementation, because your application generates the required rules when you associate the email account with a case type.

   3. Verify that you can connect to the email server.

      1. Open the Email Account form.

      2. In the Sender section, click Test Connectivity.

      3. In the Receiver section, click Test Connectivity.

   4. Ensure that the listener that supports your email account is running.

      1. Open the System Management Application by clicking Designer Studio > System > Operations > System Management Application.

      2. Click the node that hosts your application.

      3. Click Listener Management.

      4. If the listener is not running, select it from the Available Listeners list and click Start.

2. Configure the case type to associate it with an email account.

   To automatically configure the case type:

   Use this approach to increase visibility of the association or when you want to create interfaces for all channels of communication.

   See Configuring the Email channel.

   To manually configure the case type:

   Use this approach when you do not need a channel interface.

   1. In the Explorer panel, click Cases, and then click the case type that you want to open.

   2. On the Settings tab, click Email instantiation.

      Only top-level case types support this option.

   3. In the Starting process list, select a flow that runs when the case is created.

      Although case types can have more than one starting process, an email account is associated with only one starting process at a time.

   4. In the Email account field, press the Down Arrow key and select the name of an email account that is not associated with another case type in your application.

      Caution: You are warned when you select an email account that is already in use. If you save your case type with this configuration, more than one listener monitors the same email account, which can result in inconsistent case creation.

   5. Select the Enable email listener check box to start the listener that monitors your email account.

   6. Click Save to create the required integration rules.

      For more information about the integration rules that support email instantiation, open the Designer Studio > Integration > Email > Email Listeners landing page.

3. Test your changes by sending an email message to the address that is specified in the email account.

   You can also reply to the confirmation email that you receive after the case is created, to continue the discussion with a case worker or ask a question about the case.

At run time, the initial email message and replies are stored in Pulse.

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