Email Channels

The email channel integration includes two services that can function individually or together. When the case creation channel is implemented, inbound email messages generate new cases. When the ad hoc channel is implemented, email communications that are sent to and from cases are tracked.

With case creation, a case is created from an email message that a user sends manually or that is generated automatically. The email message is sent to a configured mailbox on the client server, which redirects the message to a mailbox on the Infor cloud server. You can configure system-generated emails 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. You can configure error-handling notifications to carbon copy the sender.

With ad hoc, email communications that are sent to or from the case are logged to the Email History of the case. Service center employees can send an ad hoc email from the case. Ad hoc email messages are logged and displayed within the case through the Email History.

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. The original email is logged and becomes available for viewing within the case through the Email History.

You can indicate the email address where error handling notifications are sent. You can also specify the number of days after notification delivery before unprocessed email messages are purged.

This table shows the client-side an and Infor-side tasks required to configure email channels:


Client Tasks	Infor Tasks
Configure the mailbox or mailboxes on the corporate mail server to redirect incoming emails to the established Infor cloud mailbox. The outbound mail server must establish the connection implicitly with TLS encryption enabled or by issuing a StartTLS command to set SMTP to a secured mode.	Infor establishes the receiving mailbox and connection for the client within the Infor cloud.
Determine the required configuration options in accordance with the Email Channel Properties that are described in this guide. Provide the IP range to Infor. The IP range represents the organization addresses used when redirecting email. The IP range is added to the Infor cloud firewall so mails are received in the Infor cloud mailbox.	Infor adds the supplied IP ranges to the Infor cloud firewall.