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        • Case Type Email Command Fields
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Case Type Email Command Fields


  • ID: The ID of the item in the database. Primary identifier.

  • Case Type: Selected Case Type associated with this Email Command. If no Case Type is selected, the command will apply to all Case Types.

  • Name: For Email Commands that change the value of a Field, this section indicates the Field Name to be changed. For Email Commands that take specific Actions, this section indicates the Action to be taken. (Examples of Actions include Close, Assign, and Approve.)

  • Specific Email Address: Provides a unique email address associated with the Command. Sending an email to the address entered here will create a case consistent with the command.

  • Keyword / Command: Create the text that triggers the Email Command, beginning with a hash tag or pound (#) symbol. This text will be parsed by the email integration code, used as an instruction to execute the Email Command, and removed from the text so it is not appended to the Notes. This text is not case sensitive.

  • System Code: Indicate the System Code associated with the Field that is the subject of the System Code. (At least one of either System Code or Associate Type ID required.)

  • Associate Type ID: Indicate the Field ID

  • Default Field Value/Decode ID: Indicate the value to be written into the Field that is the subject of the Command.

  • Active: Check to activate this item and to make it live.

Case Type email Command Examples

Example: Command Only

For Case Type = Maintenance Work Order

Name = Property

Specified Email Address = Blank

Keyword / Command = #property

System Code = Blank (this assumes there is no System Code for this field)

Associate Type ID = 1201 (which is the Field ID for Property in the Maintenance Work Oder Case Type)

Default Field Value / Decode ID = Blank

  • This Configuration crates a command in which the users enters “#property 123main” where “123main” represents enough characters to determine a unique value in this field for this case type.

Example: Define a Default Value

For Case Type = HelpDesk Request

Name = Priority

Specified Email Address = Blank

Keyword / Command = Blank

System Code = PRI

Associate Type ID = Blank

Default Field Value / Decode ID = Medium

  • This Configuration will set the default value for any Help Desk Request Case created via email to “Medium”

Example: Combination Command + Value

For Case Type = HelpDesk Request

Name = Market

Keyword / Command = #nyc

Specified Email Address = Blank

System Code = MKT (where MKT is the System Code for Market)

Associate Type ID = Blank

Default Field Value / Decode ID = New York City

  • This command will set the value for Market to “New York City.”

Example: Action Command

For Case Type = Blank

Name = Status

Keyword / Command = #close

Specified Email Address = Blank

System Code = CLOSE (where “CLOSE” is a baked-in system command that closes a Case)

Associate Type ID = Blank

Default Field Value / Decode ID = Blank

  • This command will close the Case.

Example: Action Command with Value

For Case Type = Blank

Name = Assign To

Keyword / Command = #assign

Specified Email Address = Blank

System Code = ASSGN (where “ASSGN” is a baked-in system command that assigns a Case)

Associate Type ID = Blank

Default Field Value / Decode ID = Blank

  • This command will assign the Case to the user indicated after the command #assign, so “#assign johnq” will assign the case to the person with User Name = JohnQ.

Important Information on Case Type Email Commands

Changing Email Commands should be kept to a minimum as frequent changes to this system may confuse users. Accordingly, these Commands should be established with care, with an eye towards longevity and predictability. In general, generic Commands (that are not tied to a specific Case Type) are preferable over Commands associated with a particular Case Type.

Configuring Email Commands requires system knowledge and precision, since user input is generally unconstrained. It is important to use correct terminology, proofread for typos, and test your work when working in this configuration. Also, be aware of conflicts in rules as the behavior of the system might be unexpected.

When entering characters after a #command, the user need only enter enough characters to eliminate any ambiguity among the list of possible values, if the Field to be updated is a Drop-Down or an External Datasource. However, if the field to be updated is a Text Field, any characters entered after the command will be written in as the value.

In every case, the Configuration requires specifying either a System Code or an Associate Type ID. An Associate Type ID is the ID of the Field to be modified as related to its Case Type. Providing one or the other of these values is how the Command knows which Field to adjust.

This system only works within the Company’s system; emails from outside will not work. However, it is possible to configure an email alias on the Company’s email server to forward external email to an appropriate internal email. This alias will allow external users (or Web forms or other systems) to create Cases via email. (For example, the internal email might be HelpDesk@cme.company.com, with an alias of HelpDesk@company.com to be provided to external users.)

If you would like to apply multiple Email Commands to a particular Specific Email Address, you can create multiple commands using the same Specific Email Address and the Commands will all apply. For example, you might set values for three different fields using three different Commands that share the same email address. In the event that multiple conflicting Commands apply to a given email, the system will select the first applicable Command to execute.

The following Actions are available by using the capitalized word as the System Code in the Email Commands Configuration:

  • Close Case: CLOSE

  • Assign Case: ASSGN

  • Take Ownership: OWNER

  • Accept Case: (HOW DOES THIS WORK? EMAIL TAGLINE SAYS #OWNER)

  • Approve Case: APPRO

  • Decline Case: REJCKT

  • Forward Case: FORWD

  • Reopen Case: NEW

Note that system generates an email for each Case Type, by default, using the then-current Case Type Name. If you change the Case Type Name, but already have users accustomed to an email based on the prior version, preserve continuity by creating an Email Alias or a Specific Use Email Address based on the old name.