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 
.
(2 votes, average: 3 out of 5)
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12 Comments at "eMail Response – Making Siebel better."
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.
Glad you liked it… really gald I could help
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
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.
[...] Siebel eMail Response Case Study [...]
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
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
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
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
What is timeframe to implement OTB Siebel Email response module and what can be a complex implementation of Email response?
I would say 3 days for outofbox and 15-20 days depending on the complexity of customization
[...] have already posted an introduction to eMail Response Functionality in Siebel and a detailed explanation on how to set it up. Today I am going to discuss a problem I [...]
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