As an extension of this, I’m trying the following scenario:
"The user sends an email to Pega, and a business case is created from the incoming email.
If the user has not provided some required details or attachments, we need to validate the required fields and check whether the necessary attachments are present.
If any required information or attachments are missing, we will send an email to the user in the same email thread, using an Activity or Smart Shape.
When the customer replies to that email, the reply should be automatically attached to the same case. The required fields and attachments should then be verified again.
Once all the required information and attachments have been received and verified, we can proceed with case processing."
We don’t want to use the Forward or Reply buttons provided by the Email Thread component.
I would prefer to keep the validation on a second assignment, reached through a conditional step, when the required information or attachments were not included in the original email. This ensures that the case is created immediately, the initial email and attachments are stored as part of the case record, and the customer can be contacted for any missing details. When the customer replies and the response is attached to the same case, the validation can be performed again. Once all mandatory information and attachments have been received, the case can continue through its normal processing path.
@RameshSangili Thank you for your response. I’m following the same approach. However, when a case is created through the customer’s email, we have a validated email, but the Policy Number is not provided. Since some fields may be missing based on certain conditions, we need to reply within the same email thread.
Reply within the same email thread. How can we achieve this?
