eMail Response – Making Siebel better.

Siebel is huge. We can multiply that statement by 10 and still that won’t be enough. eMail Response is one of those lesser known functionality but really intresting and useful. As the name suggests eMail Response has got to do something with email and responding to it.

Just to give you an overview what actually it is.

  • eMail Response when activated monitor a mailbox specified by you.
  • It allows you to send automated Acknowledgement emails to the messages received in that mail box.
  • Create Service Request or Activity (what ever you want to) based on the information received in those emails.

Its typical implementation can be in a call centre module where you want people to send email and it should create service request which you can process and the respond back to them. But I have seen quite novel use of email response.

Requirement:

Users of our application were being sent activity information emails when some activity was assigned to them. They had to either approve or reject the Activity.  They didn’t want to login to Siebel to do that. They just wanted to respond to that email stating Rejected or Approved and that activity should be marked as such in Siebel.

Solution:

We implemented email response and made it monitor the mailbox. Users just replied to that mail with Subject as Approved or Rejected which was delivered in that mailbox.
We queried with the activity Id which was sent in the body of original mail (to which user replied) compared the owner through email address and then changed the status to approved or rejected as mentioned by user in subject line.

Details on how to setup eMail Response are subject to another post which will make its way soon. Till that time I will be waiting for all your comments 🙂 .

53 Responses to eMail Response – Making Siebel better.

  1. your suggestion is excellent im currently adapting the email response system in my office for something similar and your suggestion FITS great.
    BTW nice siebe site.

  2. your suggestion is excellent im currently adapting the email response system in my office for something similar and your suggestion FITS great.
    BTW nice siebe site.

  3. Really Nice post. Thanx Neel. waiting for the second part.

    In Btw, a question – Is there any other way to track inbound communication in siebel?

    -Rgds,
    Piyush

  4. Really Nice post. Thanx Neel. waiting for the second part.

    In Btw, a question – Is there any other way to track inbound communication in siebel?

    -Rgds,
    Piyush

  5. The components that are responsible for Inbound communication are Inbound Communication Receiver and Inbound Communication Processor (in email response also they play very important part). So, to track inbound communication you just need increase log level for these components that should give you all the details that you require.

  6. The components that are responsible for Inbound communication are Inbound Communication Receiver and Inbound Communication Processor (in email response also they play very important part). So, to track inbound communication you just need increase log level for these components that should give you all the details that you require.

  7. Hi
    I have a question.This is regarding email autoreply in siebel.I have created email boxes in siebel.so I was given another issue regarding email autoresponse.Normally we can enable and disable autoresponse in siebel if you find the email id in siebel.I was given an email id from which customer gets automatic acknowlodgement which they dont want so I had to disable.But I searched the whole siebel that email id was not there in siebel.I have created email boxes so I know where exactly email id in siebel sits.My whole team member searched but could not find that email id first so that we could stop autoresponse.the version is 7.5.Basically we searched at exchange server level also but no clue.
    we kept on testing by sending email to that id from our personal id and we kept on getting autoresponse.So can anyone tell me where exactly I should look for that email id if not in siebel.or may be in siebel.
    I hope you could answer my query.

    Abhishek,
    UK

  8. Hi
    I have a question.This is regarding email autoreply in siebel.I have created email boxes in siebel.so I was given another issue regarding email autoresponse.Normally we can enable and disable autoresponse in siebel if you find the email id in siebel.I was given an email id from which customer gets automatic acknowlodgement which they dont want so I had to disable.But I searched the whole siebel that email id was not there in siebel.I have created email boxes so I know where exactly email id in siebel sits.My whole team member searched but could not find that email id first so that we could stop autoresponse.the version is 7.5.Basically we searched at exchange server level also but no clue.
    we kept on testing by sending email to that id from our personal id and we kept on getting autoresponse.So can anyone tell me where exactly I should look for that email id if not in siebel.or may be in siebel.
    I hope you could answer my query.

    Abhishek,
    UK

  9. I am not sure you if you understand the functionaity of email response properly.

    Auto Acknlowedgement has got nothing to do with existense of email id from which mail is sent.

    It just responds to any email that is sent. Out of box what you can do is just turn off or on the acknolwedgement by deactivating a workflow. if you need to have selective auto acknlowdegement you will have to modify the workflow.

    I will try to write a post explaining the process of doing it

  10. I am not sure you if you understand the functionaity of email response properly.

    Auto Acknlowedgement has got nothing to do with existense of email id from which mail is sent.

    It just responds to any email that is sent. Out of box what you can do is just turn off or on the acknolwedgement by deactivating a workflow. if you need to have selective auto acknlowdegement you will have to modify the workflow.

    I will try to write a post explaining the process of doing it

  11. Yes Neel, I understand the concept of turn off n on autoacknowledgment with the workflow.but My req was to deactivate for a particular email id.Please tell me the steps for particular email id deactivation.

    one more thing neel ..where else exactly i can see the email ids if that is not at all in siebel.
    Thanks in advance

  12. Yes Neel, I understand the concept of turn off n on autoacknowledgment with the workflow.but My req was to deactivate for a particular email id.Please tell me the steps for particular email id deactivation.

    one more thing neel ..where else exactly i can see the email ids if that is not at all in siebel.
    Thanks in advance

  13. Abhishek for your request, i think we can change the settings for a user id at the Email server associated with the application. from user directory we can remove the email. Once this done the mail id will be deactivated. and even if the ID is present in the Siebel Application, it will not work.

    For this a user with root access to the email server can perform this action. Let me know the details of email server, i may be able to put some comment.

    Thanks & Regards
    Rishi

  14. Abhishek for your request, i think we can change the settings for a user id at the Email server associated with the application. from user directory we can remove the email. Once this done the mail id will be deactivated. and even if the ID is present in the Siebel Application, it will not work.

    For this a user with root access to the email server can perform this action. Let me know the details of email server, i may be able to put some comment.

    Thanks & Regards
    Rishi

  15. What is timeframe to implement OTB Siebel Email response module and what can be a complex implementation of Email response?

  16. What is timeframe to implement OTB Siebel Email response module and what can be a complex implementation of Email response?

    • Hi Neel,

      We have changed our FAX server. And now, in test When we are sending Fax from Siebel, every time the first character of FAX body gets replaced by two question mark.

      Please let us know how to debug this. Also, please let me know if you require more information.

      requesting you to please reply soon.

      Regards,
      Lavin

  17. Hi Neel,

    i am implementing siebel email response for functionality simliar to what you had mentioned.
    But I could nto see any task on Communcation inbound receiver
    how can I test wherether everything confugured properly
    as i dont see pulling of emails from mail server

    Regards,

  18. Hi Neel,

    i am implementing siebel email response for functionality simliar to what you had mentioned.
    But I could nto see any task on Communcation inbound receiver
    how can I test wherether everything confugured properly
    as i dont see pulling of emails from mail server

    Regards,

  19. Hi Neel,

    Is there any part 2 of this article detailing how to achieve approval via email response?

    I have a similar requirement, it is about approving a quote by just replying email. Would really be grateful to get your response on this. thanks!

  20. Hi Neel,

    Is there any part 2 of this article detailing how to achieve approval via email response?

    I have a similar requirement, it is about approving a quote by just replying email. Would really be grateful to get your response on this. thanks!

  21. Its a great article,Can you please let me know the next post of yours on how to do the Activity Accepted / Rejected one. I need it for our project.

    Thanks in Advance

  22. Hi Neel,

    Thankx for posting this requirment, i have typical type of requirement where our application users would like to approve the quote by our product managers throught email and the users dont want to approve the quote by logging to the application rather they want it to approve by clicking on the Approve or reject if rejected in the email template provided with quote and product details.

    Could you please help me in acheiving this requirement.

    Thanks,
    kiran.

  23. Hi
    I have a question.This is regarding with inbound email communication in siebel. Problem is,when i send email to Siebel,im not able to see CC recipient in ‘Email activity’.When I checked in Activities ,my id was there, but CC field is blank……..(‘To’ recipient got my mail but ‘CC’ recipient not)

    I hope anyone could answer my question.

    Please help me as soon as possible.

    Warm Regards,
    Ash

  24. Hi Neel,

    I am not sure how to post question in new topic, hence I am posting here. Please advice.

    here is the production issue: when the users are registering in the eservice portal, they should get the automatic email. All the outbound request are present in Administration-Communications->All Outbound Requests.

    For some reason, almost 600 users didnot get the registration confirmation email. I need to create the Workflow which will pull all the incomplete request from the All Outbound requests and send the email again to the contacts.

    We already have the description and recipient group created. Also we have the existing WF to send email. I only need the WF which will pick all the incomplete request. Please help

    • I am not really able to understand the complete problem.
      But one of the options could be that you go to S_SRM_REQ table and update the affected records to Queued so that OCM can pickup those again and process them.

      Unfortunately without understanding the exact nature of the problem I wouldn’t be able to help you much.

      • Thanks for the reply. Lets make it simple. There are some records having status = Incomplete in Administration-Communication->All Outbound Requests. I need to create the Workflow/batch process which should pick all the incomplete records everyday and submit it once again. Once submit the Email should go to the recipient group.

        It should work same way as when we click on submit button in Administration-Communication->All Outbound Requests.

        I have created the WF where it uses
        1. SIA BC Utility Service/BCNextRecord to get all the incomplete request
        2. Check for the Record exists. If yes
        3. Send Email using Outbound Communications Manager/ Submit Request.

        But somehow Submit Request is not working meaning the status of Incomplete request is not getting changed to submitted and then done.(Querying using Request Id)

  25. I am working on email functionality , My requirement to create inbound activity under SR but inbound activity is not creating when customer reply on email. we are using workflow “eMail Response – Process Message”. could you please help on this regard?

  26. I am working on email functionality, My requirement to read the values from email attachment and create SR from it. could you advice me on reading attachment.

  27. Hi Neel,
    This is intresting, but i have something round about requirement. We have users sending requests through email, so we want to create a Trouble Ticket in Siebel as soon as we receive email in our MS Outlook. Can you please share your views on this implementation

    • For this you will need Siebel CRM desktop client that provides integration with outlook. There are some ways to hack and connect to siebel using VBA but those will be difficult to maintain.

  28. Thanks neel for your quick reply. Is there any other way.

    May be a client Business Service which creates Trouble Tickets automatically based on inputs provided.

  29. Hi,
    I have a requirement like sending email to sr@xyz.com should create an SRAttachment record in siebel based on SR NUmber present in Subject of email. I mean if a user sends email to above id with SR Number in subject the eMail should get attached under the Service Request Attachments of that SRNumber.
    Could you please let me know how this can be achieved

    Request your positive response as earliest

  30. Hi Neel,
    I am facing one issue where – emails are coming but SR is not creating always, its intermittent issue. as soon as email comes after few seconds it got deleted due to POP3 account (it means its picked up by response group) but workflow is not getting called. So I am not sure whether the response group is working correctly or not. This is intermittent issue it works 8 out of 10 times.

    I have checked the comm log files –

    ObjMgrBusServiceLog Error 1 0000000854fc0f00:0 2015-03-10 18:14:51 (dbsvc.cpp (5019)) SBL-CMI-00122: No record matching the search specification is found.
    EMR_Log GenericError 1 0000000854fc0f00:0 2015-03-10 18:14:51 Failed to call UpdateRecord method in Business Service for Inbound E-mail Database Operations
    “Communications Inbound Processor”
    GenericLog GenericError 1 0000000854fc0f00:0 2015-03-10 18:14:51 (bsvcmgr.cpp (1236) err=2818251 sys=0) SBL-OMS-00203: Error 7143546 invoking method “ProcessEvent” for Business Service “Communications Inbound Processor”

    EMR_Log GenericError 1 0000020554fc0f00:0 2015-03-10 14:10:41 POP3 RETR error: -ERR Message corrupted
    EMR_Log GenericError 1 0000020554fc0f00:0 2015-03-10 14:10:41 POP3 RETR error: -ERR Message corrupted

    I can not see any corrupted message anywhere and when I try to run the same message on other environment it works well and create SR.

    Can you please suggest any lead how to debug further this issue.

  31. Hi Neel,
    Thank you for the wonderful topic. Would it be possible to approve or reject an activity through outlook email account .g. from my mobile? Your response would be highly appreciated. Thank you.

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