Staging e-mail messages

Using an e-mail listener cron task, the E-mail Listeners application stages e-mail messages to a staging table. When staging an e-mail message, the application saves all information that is required to process the e-mail message and initiate the workflow process. Cron tasks are behind-the-scene jobs that run automatically and on a fixed schedule.

A staging table stores the attributes of an incoming e-mail message, including the recipients, the sender, the subject, and the message. The staging process creates a record, and the workflow process determines how to process the record.

If an incoming e-mail message generates a ticket, details of the e-mail message are stored as the initial entry in the communication log of the ticket. Any further correspondence is stored, based on the key of the ticket. Graphics, whether they are embedded in or attached to the e-mail message, are also visible in the communication log. You can view communication logs from the Log tab of the Service Request application.

Errors found during staging

If the E-mail Listeners application finds any errors while staging e-mail records, the e-mail listener can write error information in the log file on the server. You use the Logging application to enable logging for the E-mail Listeners application.

In addition, you can receive error notifications if the E-mail Listeners application encounters errors during staging. To receive the error notifications, you must provide a valid e-mail address in the Administrator E-mail field. The notification that is sent to the e-mail address for the administrator contains a detailed description of the errors.