Service Email form –
Completing the Request tab

Field

Description

Select To, CC, From, Subject, Date, or Thread-Topic.

The Thread-Topic message header of a message that originated from PRPC flow processing contains the work item ID and correspondence ID in addition to the original subject text.

(Optional) Enter a text description of this mapping.

Specify the destination or the type of destination for the value in PRPC:

• Clipboard – Map to the page name or property on the clipboard specified by the Map To Key field.
• XML ParseRule –The incoming data is a stream of XML that must be parsed using the actions defined in a parse XML rule.
• Delimited ParseRule – The incoming data is in a delimited format that must be processed by a delimited parse rule (an instance of Rule-Parse-Delimited).
• Structured Parserule – The incoming data has a fixed format with fixed length fields and must be processed by a structured parse rule.
• HTML PostData – The incoming data value from the sending application is a stream of data from an HTML form that contains property key/value pairs.

If additional choices appear, they identify a custom function rule in a MapTo library. Review the function rule to determine what it does.

Specify the key to locating the property or the rule in the destination specified in the Map To field:

• If the Map To value is Clipboard, enter the property name to which the data is mapped at runtime. Standard properties that you can use are available. See More about Service Email Rules.
• If the Map To value is XML Parse Rule, enter the Namespace name (second key part) and the Element Name name — third key part — of the appropriate Parse XML rule. Separate the Namespace from the Element Name with a space using the syntax "Namespace ElementName" and not "Namespace.ElementName." The system uses the page class of this service rule as the first key part of the parse rule.
• If the Map To value is Delimited ParseRule, enter the Namespace and Record Type names (second and third key parts) of the appropriate delimited parse rule. The system uses the Applies To class of this service rule as the first key part of the parse rule.
• If the Map To value is Structured ParseRule, enter the Record Type (third key part) of a structured parse rule. The system uses the Applies To class of this service rule as the first key to the parse rule.
• If the Map To value is a Rule-Utility-Function from a MapTo library, select or enter the property that holds the results of the custom function at runtime.
• If the Map To value is HTML PostData, leave this field blank. The name/value pairs in the string will be mapped to the parameter page of the service activity rather than the primary page.

Field

Description

Select one of the following DSN fields:

• Reporting-MTA ‐ identifies the server that sent the message
• Action — the action performed by the Reporting-MTA in its attempt to deliver the message to the recipient address. For example: success, failed, delayed.
• Status — specifies the DSN status code that indicates the delivery status of the message.
• Original-text-plain — contains the original email plain text, if available
• Original-text-html — if the original text used HTML formatting, contains the HTML of the original email message
• Original-to — specifies the intended recipient of the original message
• Original-from — specifies the email address set in the From field of the original message
• Original-subject — specifies the text from the subject of the original message
• Original-sentdate — specifies the date the message was first sent

(Optional) Enter a text description of this mapping.

Specify the destination or the type of destination for the value in PRPC:

• Clipboard – Map to the page name or property on the clipboard specified by the Map To Key field.
• XML ParseRule –The incoming data is a stream of XML that must be parsed using the actions defined in a parse XML rule.
• Delimited ParseRule – The incoming data is in a delimited format that must be processed by a delimited parse rule (an instance of Rule-Parse-Delimited).
• Structured Parserule – The incoming data has a fixed format with fixed length fields and must be processed by a structured parse rule.
• HTML PostData – The incoming data value from the sending application is a stream of data from an HTML form that contains property key/value pairs.

If additional choices appear, they identify a custom function rule in a MapTo library. Review the function rule to determine what it does.

Specify the key to locating the property or the rule in the destination specified in the Map To field:

• If the Map To value is Clipboard, enter the property name to which the data is mapped at runtime. You can use standard properties here. See More about Service Email Rules .
• If the Map To value is XML Parse Rule, enter the Namespace name (second key part) and the Element Name name — third key part — of the appropriate Parse XML rule. Separate the Namespace from the Element Name with a space using the syntax "Namespace ElementName" and not "Namespace.ElementName." The system uses the page class of this service rule as the first key part of the parse rule.
• If the Map To value is Delimited ParseRule, enter the Namespace and Record Type names (second and third key parts) of the appropriate delimited parse rule. The system uses the Applies To class of this service rule as the first key part of the parse rule.
• If the Map To value is Structured ParseRule, enter the Record Type (third key part) of a structured parse rule. The system uses the Applies To class of this service rule as the first key to the parse rule.
• If the Map To value is a Rule-Utility-Function from a MapTo library, select or enter the property that holds the results of the custom function at runtime.
• If the Map To value is HTML PostData, leave this field blank. The name/value pairs in the string will be mapped to the parameter page of the service activity rather than the primary page.

Field

Description

Optional. Enter a description of the data being mapped.

Specify the destination or the type of destination for the value in PRPC:

• Clipboard – Map to the page name or property on the clipboard specified by the Map To Key field.
• XML ParseRule –The incoming data is a stream of XML that must be parsed using the actions defined in a parse XML rule.
• Delimited ParseRule – The incoming data is in a delimited format that must be processed by a delimited parse rule (an instance of Rule-Parse-Delimited).
• Structured Parserule – The incoming data has a fixed format with fixed length fields and must be processed by a structured parse rule.
• HTML PostData –The incoming data value from the sending application is a stream of data from an HTML form that contains property key/value pairs.

If additional choices appear, they identify a custom function rule in a MapTo library. Review the function rule to determine what it does.

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Specify the key to locating the property or the rule in the destination specified in the Map To field:

• If the Map To value is Clipboard, enter the property name to which the data is mapped at runtime. Standard properties are available for your use. See More about Service Email Rules.
• If the Map To value is XML Parse Rule, enter the Namespace name (second key part) and the Element Name name — third key part — of the appropriate Parse XML rule. Separate the Namespace from the Element Name with a space using the syntax "Namespace ElementName" and not "Namespace.ElementName." The system uses the page class of this service rule as the first key part of the parse rule.
• If the Map To value is Delimited ParseRule, enter the Namespace and Record Type names (second and third key parts) of the appropriate delimited parse rule. The system uses the Applies To class of this service rule as the first key part of the parse rule.
• If the Map To value is Structured ParseRule, enter the Record Type (third key part) of a structured parse rule. The system uses the Applies To class of this service rule as the first key to the parse rule.
• If the Map To value is a Rule-Utility-Function from a MapTo library, select or enter the property that holds the results of the custom function at runtime.
• If the Map To value is HTML PostData, leave this field blank. The name/value pairs in the string will be mapped to the parameter page of the service activity rather than the primary page.

Select one of the following to specify how email messages with HTML formatting are treated:

• Inline – Map only the HTML part of the message. That is, map the HTML markup and the text together as the message body.
• As attachment – Map the simple text part of the email as the message body and store the entire HTML message (the rendered HTML) as an attachment named email-content-<time it was saved in milliseconds>.html. (This occurs only if the MIME type of the message indicates that the body is text/HTML, and the body is not empty.) SR-18502