E-mail workflow rules apply only to incoming e-mail messages containing a workflow <APP> tag from a webform or extended workflow. Based on keywords in the incoming e-mail message, these rules let you automatically create pending correspondence that's tied to a workflow, route it to the appropriate staff person, assign an issue code and letter text, add it to a letter batch, and update affiliation codes. Note: If the incoming workflow e-mail is from another IQ system, only the staff person and issue code are applied to the initial Mail record.
To set e-mail workflow rules:
Click the Admin module tab and click the IMA Rules submenu link.
Click the Workflow Rules link. IQ displays the Edit IMA Workflow Rules page.
Click the Add New Rule action to add a new rule below the existing rules. Or click the INS button to insert a new rule between two existing rules.
Enter keywords and mail field information for the new rule in the fields on the Edit IMA Workflow Rules page.
Click the Save and Close action to save your rule and close the page.
When a keyword is found in an incoming message, the rule is fired, and the pending mail is created with the user, issue, and other information you've identified. Mail generated through workflow rules has an Outgoing Method of E-Mail unless the default Outgoing Method in IMA Workflow Preferences is set to USMail. If the default Outgoing Method is set to E-Mail and the incoming message has no e-mail address, it is assigned an outgoing Method of USMail.
The workflow rule checks existing People records for duplicate letters. If a rule is applied to an incoming e-mail message from an existing People record and that People record has already received the form letter specified in the rule's Letter field, the mail that’s created by the rule will not be batched, even if the rule specifies that mail records are to be batched.
The Edit IMA Workflow Rules page lets you establish keywords that, when found in an incoming workflow e-mail message, trigger the creation of a mail record containing the field data you enter for that keyword. The Status Log panel contains a history of actions such as when a workflow rule was created, edited or deleted. Information displayed includes the action date, the user who performed the action, and a description of the action.
You can change the order of the rules, by clicking the Up or Down buttons, which are located at the beginning of each line. To insert a new rule above an existing rule, click the Ins button. To remove an existing rule, click the Del button.
Type the keyword or words in this field. When automatically updating the database, the following rules apply:
The keyword can appear in either the subject or message text.
The keyword search is not case-sensitive. Any occurrence of the word, all lowercase, all uppercase, or upper and lowercase is valid.
If a message contains more than one keyword, IQ uses the first one in the list. For example, if a message contains both VETERANS and DISABILITY, the staff, issue, letter, batch, and affiliation from VETERANS is used if it appears before DISABILITY in the list.
Once you've defined your keyword, you can automatically assign a staff name, issue code, form letter, batch name, outgoing method and outgoing status to any mail record that’s created in response to an incoming workflow e-mail message with that keyword. You can also automatically assign an affiliation code to the People record if desired.
Note: Enter "Intranet Quorum IMA" in the Key Words field and @WFOwner in the Staff field if you would like the incoming workflow mail messages to be assigned to the step owner of the active workflow step.
The issue code selected in this field is added to the mail record. If you’re entering an issue code and want to be certain the user associated with the issue code is used, leave the Staff field blank. IQ will then automatically enter the user who is associated with the selected issue code in the Staff field.
The staff name selected in this field is added to the mail record. If an issue code is selected that has a different staff person associated with it, IQ uses the one entered here. So, if you’re entering an issue code and want to be certain the staff name associated with the issue code is used, leave this Staff field blank. IQ will then automatically enter the user who is associated with the selected Issue Code. Note: If the user associated with the selected issue code is suspended, then IQ will not enter that user in this Staff field. Also, if the user associated with a selected issue code is changed, IQ will not automatically update this Staff field with the new user.
Click the lookup icon to display a dialog list box of form letters. You can filter the list of letters by typing part of the letter name in the Search for field. For example, if you type the word "creek", IQ will find letters with the names "Bass Creek" and "Creekstone". Select a letter by clicking it.
If you select Yes in this field, any mail generated by e-mails with the keyword are added to a batch named .IMA.nnnn (where nnnn is a sequential number). When the batch is sent or printed, and archived, the next mail record generated by the workflow rule is added to a new .IMA batch with the next sequential number.
Leave this field blank if you would like IQ to use the Default Outgoing Method selected in your IQ System Configuration Settings. Or you may select another outgoing method from the drop-down list of active methods. Select "No Outgoing" if the Mail record that is created by the Workflow Rule does not require an outgoing reply.
Leave this field blank if you would like IQ to use the Outgoing Status selected in the IMA Incoming Mail Status in the Workflow Template. Or you may select another status in this field, which is only used if the incoming workflow email contains a matching keyword. If the incoming workflow email does not contain a matching keyword and the Mail record is not the initial record for the workflow, then Outgoing Status will be based on your IQ User Preference.
Select an affiliation code in this field to add it to the People record.