Predefined workflow process for e-mail listeners

You use workflow processes to create steps to guide records for your business process. The E-mail Listener application has a predefined workflow, Listener Business Process (LSNRBP), that is used with the E-mail Listeners application.

By default, the LSNRBP process is enabled and active. To meet your business needs, you can revise the process or create a process in the Workflow Designer application.

When you associate the LSNRBP workflow process to a configuration, the e-mail listener submits each record in the staging table to the LSNRBP process. The LSNRBP process performs the following functions based on the contents of the e-mail message:

• Changes the status of an existing ticket or other business object
• Updates an existing ticket
• Creates a ticket
• Queries any business object and return results

The LSNRBP process generates response e-mail messages at various points during e-mail processing. For example, a response containing the service request number is sent to the originator of an e-mail message whenever the application creates a service request. Response e-mail messages are also generated whenever an update is made to an existing ticket or when queries are performed.