Setup eMail Response in Siebel

Follow the below steps to setup eMail Response in Siebel 

• Email Account

Create as email account which Siebel will use to monitor the emails. Make sure that account has POP access and no one else uses this account as Siebel deletes emails sent to that mailbox after processing.

To make sure it has pop access, configure this account in your outlook and verify if you are able to receive mails. it means you email account has been successfully created and you can use it for Siebel email Response

• Activating the workflows

Query with eMail Reponse* (case sensitive) in the Workflow Deployment in the Application and activate all the workflows that you find. Activating all the workflows is not necessary but that’s the approach I followed to avoid missing of any workflows.

• Creating Communication Profile

You need to create a communication Profile which will contain the detail of the email account which you have created including the username and password which you use to access your email account.

You need to provide the following parameters

From Address: Address from which acknowledgement mail will be sent.

POP3 Account Name: POP Account you just created

POP3 Account Password: Password for your POP account

POP3 Server: Server Name on which your POP Account resides

SMTP Server: Your SMTP Server name (generally localhost)

Siebel Server: Siebel Server name where Workflow process manager WPM resides.You can also provide some Optional Parameters like

Delete Processed Messages: True/False

Save Sent Messages: True/False

A complete list of Parameters is available in bookshelf

• Creating a Response Group

You need to create Response Group for eMail Response to work. Response group will contain the information like which workflow to execute and which communication profile needs to be monitored.

There will be three tabs...

1. Response Group Tab: 

                                           Enter the information given below.

Name: Any Name you want to give

Service Name: Workflow Process Manager

Method Name: RunProcess

Server: Siebel Server Name

Startup: Automatic

Administration Email: anyemailaddress

Description: You can give your Comments here

2. Profile Tab:

                         Select the communication profile you just created

3. Input Arguments Tab:

Name : ProcessName

Value : Name of the workflow you want to execute

*PS: Don't forget to submit the changes of Response Group and Communication Profile. If you make any kind of change to Communication Profile and Response Group you need to submit changes for them to take effect.

To submit Response group changes: Click on Menu >> Submit Response Group Changes

To submit Communication Profile Changes: Click on Menu>> Submit Profile Changes

Your Email Response should be ready now. Based on which workflow you have activated you can create either an Activity or Service Request. Vanilla eMail Response is going to create a record in Communications screen.

You can modify you workflow according to your organization requirement. If you have enable Acknowledgement workflow then you should be able to receive acknowledgement also.