By default, ServiceJourney converts emails either into new Cases or attaches them to existing Cases. In certain advanced use-cases, you may want to change how parts of the email are mapped to a new Case. The mapping needs to be specified in a Base64 representation of an XML.
To add parameters in the XML we use the {} notation. For example, to insert the Summary content we use the following code
Steps to configure
On the top right, navigate to → ServiceJourney
On the left, navigate to → Case Management → Admin Settings → Email to Case
Click on the next to the Id number and selectQuick Modify
Fill out the fields as needed, explanation of the settings are below
Properties of Email to Case
Property
Description
Case Type Name
Case Type name to create for incoming emails. For example, EMAIL.
Case Create XML
Base64 encoded XML used to create a new Email Case. The following XML corresponds to the EMAIL Case Type
If your Email Case Type's data model has changed or you want for incoming emails to create a Case of a different type, then see article: How to Get the XML Structure of a Case Type
The XML uses handlebars {} to indicate dynamic content that is replaced with values extracted from the actual email or or with values that were calculated from the initial email processing.
Description of the available placeholders that can be used in the XML :
The result of a rule that uses a RegEx expression to get specific data, for example, the contract number. If a value is found, the result of the RegEx is stored in an attribute (for example Case Attribute Name=CONTRACTNR). Then this attribute would be added as ExtraAttributes and can be also used in the Create XML as {CONTRACTNR}