Unable To Capturing Email Subject Line On Non-deliverable Emails From External Email Domain

(Doc ID 1636776.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel Email Response - Version [23016] and later
Information in this document applies to any platform.


On : [23016] version, Comms Server & Email Response

Unable to capturing email subject line on non-deliverable emails from external email domain

We have a Response Group under Sitemap -> Admin - Communications -> All Response Groups to call our custom Workflow Process name "MFE eMail Response - Create Activity" (attached). At Workflow Process step name "Create Activity 2", we look for email subject LIKE '*Undeliverable*' to get the "SR #" keyword in order to create an activity for that SR.

For invalid email within our company email domain such as "invalid_email@<company name>.com", the email subject of the non-deliverable email contains the subject line from the original email which includes the "SR #" keyword. 

However, this is not the case when non-deliverable email is sent from the external email domain. It contains "Delivery Status" on the subject line with the original email as an attachment. 

Is there a way in Siebel to force the non-deliverable email from the external email domain to include the subject line on the original email?


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