As a business user, you can use case designer to configure top-level cases to be instantiatied via an incoming email from an existing email account configured in PRPC. You can associate one email account for each starting flow in the case type.

Adding Email Instantiation

Create an email account or accounts to use for both incoming and outgoing emails related to case instantiation.

If you use an existing account, any unread emails in the inbox for that account will be deleted.

Select a top-level case type. In the Details tab of the Case Designer, click the Edit link in the Email instantiation row to configure it. This opens the Email Instantiation dialog. Fill in the following fields to configure email instantiation:

• Starting process — Select a starting process for this case type. In a stage-based case management design, this is usually the pyStartCase instance.
  Email instantiation is not available if a case type does not have a starting process.
  
• Email Account — Enter the email account to use to instantiate a case. A link to the email account data instance appears when you enter an account.

Click OK to save the updates and close the dialog.

Editing Email Instantiation

Click the Edit link to edit email instantiation. This link will be available if you have the pzListenerManagement privilege to start or stop the listener and either:

• The case type has been configured for email instantiation
• The RuleSet version for the case type is unlocked.

Updating Email Instantiation

After email instantiation has been configured for a top-level case type, the Case Designer displays in the Email instantiation field:

• A link to the email account.
• An Edit link. Click it to open the Email Instantiation dialog and update the settings. Clear the Enable Listener check box if you want to disable the listener for this account, which enables you to use the email account to instantiate a different case type. To enable the account, click the Edit link again and select the check box.

Troubleshooting

Follow the steps below to troubleshoot any issues you may have with email instantiation.

Email Account in use

This email account is already used by <Loan> case type or XXX process. It is not a best practice to use the same email account for different case types or processes and may lead to unexpected behavior. Use a unique email address. See help on this page for more details.

To resolve this issue, search for and delete the listener with the name <Case type implementation class>_<flow name>_listener. Then create a new email account, or locate one that is not in use, and follow the steps above for email instantiation.

Enabling the Listener

The following errors may be encountered while enabling the listener associated with this configuration:

• The SSL certificate is missing.
• The SSL certificate is not configured correctly.
• The connection to the incoming email server timed out.
• The authentication credentials for this Email Account are incorrect.
• Errors were encountered while enabling the listener associated with this configuration: See help on this page for more details.

To resolve these issues check the App Server or Email account configuration. Click the Pega button > System > Tools > System Management Application, click Listener Management, select the listener and click Start to start it and view the errors encountered. Additionally, you can go to the corresponding listener instance (<Class of case type>_<Starting process name>_listener) and make sure the configuration properties are set correctly.

This feature currently does not work with systems configured to use LDAP authentication.

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