Amdocs Rulemanager

Dovetail RuleManager

When an email is sent from the system, Rulemanager uses a commitment template (com_tmplte) to determine the format and details of the actual email. These templates can be configured to specify a from address.

For example, when sending an email out, the send_email_about_obj com_tmplte is used.
This template looks like:

TO: <FOCUS.recipient>, <FOCUS.cc_list> FR: <FOCUS.sender> RE: Regarding Case Number <ADDITIONAL_INFO> <FOCUS.message>

Notice that the com_tmplte has FR: token in it.

When the Amdocs Rulemanager sends an email, it does not interpret the FR: token as a From token - instead, it simply includes the FR: token and value in the email body.

In order for Amdocs Rulemanager to send email, it connects to a Microsoft Outlook email client, and it connects as a particular mail account user. Whenever Amdocs Rulemanager sends email, it uses that mail account user as the from address. For example, if the Outlook mail account is rulemanager@company.com, then all emails (including Log Emails, Commitment Escalations, and Business Rule Actions) will have a from address of rulemanager@company.com.

So, putting it all together, a Log Email sent from a case will look something like:

TO: customer@company.com, cc_customer@company.com
CC:
FROM: rulemanager@company.com
SUBJECT: regarding Case Number 12345
BODY:
FR: sender_login_name
This is the actual message body typed in by the user.

Notice that FR: sender_login_name is included in the body, and the from address is always from the rulemanager email address.

RuleManager has the ability to honor the FR: token in the template or not. It can behave exactly as Amdocs Rulemanager does, or it can function as many customers prefer.

For example, assuming the following configuration settings:
EmailServiceConfig.UseDefaultFromEmailAddressForAllMessages = false
EmailServiceConfig.DefaultFromEmailAddress = rulemanager@company.com

Then a Log Email sent from a case will look something like:

TO: customer@company.com, cc_customer@company.com
CC:
FROM: sender_email_address@my_company.com
SUBJECT: regarding Case Number 12345
BODY:
This is the actual message body typed in by the user.

Notice that the from address is the actual sender of the email, and the body does not include FR: sender_login_name.

Of course, if you prefer to have it the "old" way, you can.

For example, assuming the following configuration settings:
EmailServiceConfig.UseDefaultFromEmailAddressForAllMessages = true
EmailServiceConfig.DefaultFromEmailAddress = rulemanager@company.com

Then a Log Email sent from a case will look something like:

TO: customer@company.com, cc_customer@company.com
CC:
FROM: rulemanager@company.com
SUBJECT: regarding Case Number 12345
BODY:
This is the actual message body typed in by the user.

Notice that the from address is the rulemanager email address, and the body does not include FR: sender_login_name.

See Also

Specific Differences

Action Calendars

Case Insensitive Property Names

Condition Evaluation

Process Manager

Email Attachments

Rule Properties that traverse a MTM or OTM relation

focus:path:field notation in email templates

Next

Process Manager