Mapping for system-generated email

Any system or input form that can send an email notification with defined parameters to a configured mailbox can use the case creation email channel.

System-generated emails that are formatted by the client’s system can be configured to pass four variables to map to the case. If you use any variable, you include all 4 placeholders in the message body. For any variable that is not used, leave the line blank.

For more information, see Use cases and examples for system formatted emails.

Line 1 = The employee’s user ID

Line 2 = The topic that is displayed in the body of the email

Line 3 = If the case is shown to the employee

Line 4 = Regarding employee’s user ID