E-mail Listeners overview
The E-mail Listeners application can poll multiple e-mail accounts to retrieve messages. Each account is checked at periodic intervals that you establish. Based on the subject line of an e-mail message or the contents of the e-mail message body, an e-mail listener can determine if the e-mail is new or is an updated service request, incident, or problem. An e-mail listener can also determine if an e-mail is a query for information on any business object.
- Embedded and normal message attachments
The E-mail Listeners application cannot process encrypted or digitally signed e-mail messages.
E-mail processing
E-mail processing uses a predefined workflow process. Various steps in the workflow process create, update, or change the status of service requests. Other steps in the workflow process execute queries and return query results to the originator of the e-mail. You can customize the workflow process or create workflow processes to suit your needs.
All communications from the originators of the e-mail messages are captured in the service request communication log. Similarly, generated communications sent to the originator of an e-mail message are captured in communication logs.
You can configure the appropriate log levels to generate detailed processing and error information from the system log file regarding how the E-mail Listeners application processes e-mails.