Using SC Auto to handle email without the SC_Type code

[daurkin]

This is getting frustrating that I haven't found a solution yet so maybe this group has tried it or had another scenerio like it.

Our call center has Modular Messaging installed so that calls that roll to voice mail become an email message with a wav attachment of the message. That email message is then sent to a mailbox for the call center to handle.

I'd like to have that email message routed to ServiceCenter to have the SC Auto create the CALL ticket. The only problem is that the message is a blank email message with a wav attachment. I can't seem to add fixed text to the message at this point to make the event mapping auto populate certain fields.

Can SC Auto handle messages based on something else other than the SC_Type code? Has anyone else had something like this yet?

[outlance]

SC Auto needs a specific format to be able to find the appropriate event map, that should be used. To use this standard mapping mechanism, you need to create an email with this format. ... maybe there's a way to do it on mail system level...

As well I have seen a manual solution, where you have a search form on eventin, where you select an eventin record.... when you are on eventin, you can press a button that creates a call with a script.

... or .. and idea would be ... to schedule a script that selects eventin records and creates calls automatically ... but this is much more tricky and needs to be checked carefully...

[ResidentGenius]

If you send an e-mail to the MAPI inbox that SCAuto processes and it does not have an sc_type line, it'll come through as an e-mail type message.

You should be able to set up processing in servicecenter to parse out the event string and determine if the e-mail it's reading is one of the e-mails you specified, and then fill out the proper information that way.

That's pretty high level, let me know if you need a more detailed overview.