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:D Has anyone managed to map part of an email (i.e. body) to a field in SBM?

Scenario:

We have a notification that is sent out when a user updates an items change log (journal field). The recipient sees the email types a response and then sends it back to SBM via the email recorder.

So far so good. :)

Once the email is received by SBM it is attached to the item as a note. This is fine in terms of audit history - everything is recorded against the item. However from a user perspective what we end up with is a journal field that contains half a conversation. All of the responses to queries etc are contained within attached notes. :(

Is there a way that when the notification is replied to its body could be mapped to the journal field in SBM?

I have had a look into the $EMAILRESPONSE() tag and the email response / field mapping in administrator to no avail. The help text isn't being very helpful either...

Thanks!
Responses (3)
  • Accepted Answer

    Friday, January 11 2019, 10:06 AM - #Permalink
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    As an interim solution have you considered using the social view for items? We have applications that are like this - a status log and lots of running e-mail so it can be easy to miss some of the interaction. This is when I switch over to the social view. It will interleave all the updates together so you can read the journal field updates inline with the e-mail communication.
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  • Accepted Answer

    Monday, January 14 2019, 10:29 AM - #Permalink
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    As an interim solution have you considered using the social view for items? We have applications that are like this - a status log and lots of running e-mail so it can be easy to miss some of the interaction. This is when I switch over to the social view. It will interleave all the updates together so you can read the journal field updates inline with the e-mail communication.


    Thanks for the tip. I didn't realise the social view incorporated the email responses in the item feed. I guess this will have to do for now...

    Its a shame the item feed is only available in the social view and not part of the 'social widget' that can be added to custom forms. I think a combination of the two views would be more useful than separating them imo. It can be hard enough getting users to use just one view let alone two.
    :)
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  • Accepted Answer

    Wednesday, January 16 2019, 12:13 AM - #Permalink
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    Another option is to run a script from a Notification. The Notification Rule would detect "Attachment Is Added".
    If the file wasn't regular text this would require a lot more work.

    Because Brock's suggestion works "out-of-the-box" I'd vote for it over a script.
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