Email Channels

The email channel integration includes two services that can be implemented individually or in combination. When the case creation channel is implemented, new cases can be generated from inbound emails. When the ad hoc channel is implemented, the system can track email communications that are sent to and from cases.

With case creation, a case can be created from an email that is sent manually or is system-generated to a configured mailbox on the client server that redirects to a mailbox on the Infor cloud server. System-generated emails can be configured to pass up to four specific pieces of information to Infor. The original email is logged to the Email History that is associated with the case.

Admins are notified of any inbound email that did not generate a case. These error handling notifications can be configured to carbon copy the sender.

With ad hoc, email communications that are sent to or from the case are logged into the Email History of the case. Service center employees can send an ad hoc email from the case. These ad hoc emails are logged and can be viewed within the case by clicking ‘Email History’ on the toolbar.

Recipients of the ad hoc email can reply and manually send an email to a configured mailbox on the client server that redirects to a mailbox on the Infor cloud server. These emails are logged and can be viewed within the case by clicking ‘Email History’ on the toolbar.

You can indicate the email address where error handling notifications are sent, and you can specify the number of days after a notification is sent that unprocessed emails are purged.

The implementation of the email channel integration requires configuration tasks on both the Infor side and the client side.

Client Tasks	Infor Tasks
Configure the mailbox(es) on their own corporate mail server to redirect incoming emails to the established Infor cloud mailbox. The outbound mail server must make the connection either implicitly with the TLS encryption enabled or by issuing a StartTLS command to set SMTP into a secured mode.	Infor establishes the receiving mailbox and connection for the client inside the Infor cloud.
Determine desired configuration options in accordance with the Email Channel Properties that are described in this guide. Provide the IP range to Infor. This is the range of IP addresses your organization uses when redirecting email. This IP range is added to the Infor cloud firewall so mails can be received in the Infor cloud mailbox.	Infor adds the supplied IP ranges to the Infor cloud firewall.