Administration Guide

Using Incoming Messages to Update Objects

When the Mail Connector processes e-mail messages, it checks whether the message is part of a thread initiated for an existing object. Threaded messages must contain a special MessageID Tag.

The logic for deciding whether to update an existing object or create a new one is illustrated below, using Service Desk Tickets as an example.

When the Mail Connector updates objects, it can record its actions in the object’s Activity Log (for example, add new records to the object’s Activity Log for every reply from the communication thread). In addition, it can invoke various workflow steps on the object or its related objects.