One question I get from customers is how to route incidents generated via email to specific queues. In Remedyforce Administration you can define the default assignment queue for incidents generated via email, however what if you have multiple email addresses for different types of support – such as email@example.com or firstname.lastname@example.org and each one needs to route to a different queue?
With the Salesforce Process Builder you can set-up a process to handle these multiple inbox/queue scenarios. Here is how:
You will use 2 main criteria off the Incident object – for this walk through I will use the example of an HR Support email service that maps to an HR Support Queue. #1 is the incident source (type) will need to be “Mail Listen” and #2 the Email Service Address will need to equal your unique email address that is set-up for your email service.
You will navigate to Salesforce Setup |App Setup | Create | Workflow & Approvals | Process Builder:
From here you will select New to create a new process. The first step in the process will be to select the object you are working with. Select the Incident object and start the process only when a record is created.
You will use the 2 main criteria mentioned earlier in the next step where you define the criteria for the action group. Select the diamond shaped (decision point) for Add Criteria. Provide the Criteria Name (such as HR Support Queue Assignment). Select Conditions are met for the criteria for executing actions and then Select the Field > Incident Source:
Then you map the Incident Source field to the picklist value of "Mail Listen".
Add another row, and Select the Field > Email Service Address:
You will map that field to equals string and the “unique email address created on your email service.”
Here you will paste in the email address you have set-up on your email service. To find the address name go to: Remedyforce Administration | Configure Email |Email Services | Select the BMCRF_EmailProcessor and copy the Email Address. For more help on setting up your email service, please see the Remedyforce Help Wiki.
Now your criteria is set and you can Save. Next you will create an Immediate Action. Select Add Action, and for the Action Type select Update Records. Provide the action and Action Name (again such as Assign to HR Queue). Select the Record to Update > BMCServiceDesk__Incident__c:
No additional criteria is required, so you can select the option to just update the records!
You will select the Owner ID field to update and here is where it gets a little tricky. You will need to have the unique Salesforce record ID for the HR Queue. Here is how you get that:
In a separate tab, navigate to your queues by going to Remedyforce Administration | Manage Users | Manage Queues. Select the queue that will be assigned the incoming incidents and in the URL string in the browser select the id and copy:
You will paste this ID in your value for the Owner ID in your process.
Save the Action. If you have additional email addresses/queues you can add additional criteria and actions. You will just repeat the steps above for each email/queue.
Now you can activate the process and test it by sending an email to your email service for Remedyforce.
One item to consider, if you have set-up a default queue assignment in your Incident – Email Settings you will want to use the Context User that is set-up for your Email Service. For more information, see the Remedyforce Wiki.
You can have the Incident initially assigned to the context user and then reassigned to the queue with the above and by adding Action to the process to clear the Staff field. Here is what it would look like:
For additional information on setting up email integration see the following resources:
I hope you found this blog helpful and if you have questions please contact your CSM or reach out via RemedyforceSuccess@bmc.com.