Hi, i’m creating a case for an incoming email. When I open the case, it displays like the screenshot below. My question is where can I find the email data in the clipboard such as subject and body? How is the incoming email linked to the case? Later, I plan to feed the email data to GenAI Connect rule to auto classify and parse the email. Thanks in advance.
@Will_Cho Hello, There is an email triage case created for each email we receive and all the content is stored as part of it.
Now, to get which Email triage case is linked to the email that is being showed in our current case, I reverse engineered a little bit. As, email is rendered on screen, the view of the case should have the info about which email triage case it should open. So, if we look at the content of the API response it is there, but surprisingly the property is not present on pyWorkPage.
So, I have traced this API call to identify from where they are putting this property only to find out that it is being populated from an activity pyGetRelatedAssociations. Now, from that I understood that basically there is an entry in Link-Association-RelatedWork class for each link between Email Triage case and respective Service case.
So, by using the same logic used in the activity, we can fetch the Email Triage case key linked to our case and from that get the content of the email.
Thanks for the info. That worked!