Hi Anthony,
We have done something similar to what you describe using custom handlers to create tickets in ServiceNow. We also add the email info to the ticket in various ways depending on what the needs of the assignment group are. In some cases we import the email into our document management system, then insert a link or attachment that points to the document, because we had concerns about putting emails into a hosted solution for certain groups. In other cases I take the header info and body of the email and add this as text into the ticket as a comment.
While we currently use the SOAP tool step to make calls to the various web services to create tickets and import to our dms, we are currently moving to REST API's to call our custom web service to do the same and are currently in the QA stage of development.
As David mentioned, we have additional handlers to update tickets when various activities occur, such as when an agent picks up an interaction. This helps to make sure reporting and SLA's in our ServiceNow platform are best reflective of what actually is happening.
For groups that are using workgroup queues, I use the CustomACDAvailableInteraction handler to do the initial processing, because I can create and update tickets depending on whether the email is a reply or not (based on a ticket number I add to the subject when agent replies). For the other groups I simply call a custom handler to do this, but I don't process replies mainly because these groups don't use the client and I don't add identifiers (i.e. ticket number) to the email.
Doug
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Douglas Suyemoto
Latham & Watkins LLP
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Original Message:
Sent: 03-05-2020 04:46
From: Anthony Devine
Subject: Email Handler or Custom Button to Create a Case in a CRM - REST API
Has anyone ever tried to utilise a subroutine/handler initiated in Email Attendant to take an email (with attachment) and create a case or update account history in a CRM through a Rest API (our main constraint is that we cannot use email in this CRM to create a case/update history).
Essentially what I think we'd like to do the following:
Insert a subroutine in the email attendant > handler: get message / get interaction details / build body of message > attach file >make REST call > then alert agent with email in queue
Anyone have experience doing something like this?
Alternatively, has anyone created a custom button in Interaction Connect for an agent to do this manually?
Thanks
#ArchitectureandDesign
#Handlers
#Implementation
#Integrations
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Anthony Devine
ABTRAN LIMITED
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