Use cases for user mapping for case creation
Some use cases can require user mapping configuration. When you use the From Email Address, the To Email Address, and the user ID in combination, you can support specific use cases such as users with multiple user accounts that share a single email address. The user-mapping feature applies to customers who require special handling.
This table shows user‑mapping scenarios for case creation, which demonstrate how the Process Email task determines the correct user and prevents the Sender Mismatch error:| Multiple unblocked users with the same email address | User mapping configuration |
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A client needs to create cases for generic applicants, TRMBrassring and NA_TRMBrassring, from inbound emails that come from their talent acquisition system, Enterprise@trm.brassring.com. |
The client sets To Email Address = NA.TalentAcquisition@acme.com paired with 'UserID' = NA_TRMBrassring, and To Email Address = EMA.TalentAcquisition@acme.com paired with User ID = TRMBrassring. The client could optionally specify From Email Address = Enterprise@trm.brassring.com or leave that blank. For this use case, it is not required. |
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The client has employees that have multiple accounts in the system that all share the same email address. For example, an employee with the email address Mister.Important@acme.com has an Onboarding account with the UserID MI123_OB, a Total Rewards account with the UserID MI123_TR, and a Case Management account with the UserID MI123_CM. The employee must receive notifications for all applications. The email address Mister.Important@acme.com is the same for all three accounts. |
The client sets To Email Address = the mailbox that has been configured for CM case creation paired with UserID = MI123_CM and From Email Address = Mister.Important@acme.com |