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Installing Case Creation via Email Module

Introduction

The Case Creation via Email module ships as a separate module supported on Case Management Studio. Once installation and setup are complete, this module allows the system to ingest emails from a shared email inbox, where those emails can be triaged into cases by a case manager.

This guide outlines the steps for downloading and installing the Case Creation via Email module before incorporating it with your Appian Case Management Studio Base application. The steps include:

  1. Downloading the software package.
  2. Deploying the plug-ins.
  3. Creating database objects.
  4. Importing the application.

Before starting the installation process, review the System Requirements to make sure all minimum requirements are met.

System requirements

This section details the minimum requirements your system must meet to run the Case Creation via Email module.

  • Appian version 24.3 or greater.
  • An Appian Cloud environment with the advanced or premium platform tiers.
  • A supported version of MariaDB as a business data source.
  • A supported web browser.
  • Imported Case Management Studio Base application version 1.6 or higher, which includes the following application containers:
    • CMGT Case Management Studio Base (CMGT)
    • CMGT Studio Module (CMGT_WFL)
    • CMGT Studio Generated Objects (CMGT)

Step 1: Downloading the software package

The first step in installing the Case Creation via Email module is to download the software package that contains the following files, which you will use in the remaining set-up steps.

  • 01.CaseCreationViaEmailv1.0.0.sql
  • CaseCreationViaEmailv1.0.0-AdminConsole.zip
  • CaseCreationViaEmailv1.0.0-AdminConsole.properties
  • CaseCreationViaEmailv1.0.0.zip
  • CaseCreationViaEmailv1.0.0.properties

Note that both of the Admin Console files will not be used until Setting Up Case Creation via Email.

To download the software package:

  1. In My Appian, navigate to the Support tab.
  2. Select DOWNLOADS > SOLUTIONS.
  3. In the grid, find and click Case Management Studio.
  4. Under Downloads, click Case Creation via Email and agree to the License Agreement.
  5. Click Case Creation via Email to download the ZIP file.
  6. Unzip CaseCreationviaEmailv1.0.0.zip to access the installation files.

Step 2: Deploying the plug-ins

The steps for deploying plug-ins differ depending on whether you have an Appian Cloud or a self-managed environment. Before importing the Case Creation via Email module files, you must deploy and configure the plug-ins required for your environment in the target system. To download the necessary plug-ins and deploy them to your environments, follow the steps that match your environment setup.

Appian Cloud Environments

To deploy the plug-ins for an Appian Cloud environment:

  1. In the target environment, log in as the deployment user.
  2. Navigate to the Admin Console.
  3. On the left side of the console, click Plug-ins.
  4. Click ADD PLUG-INS.
  5. Search for and click MSGraph Email Poller.
  6. Click DEPLOY.
  7. Repeat the above steps for the Regular Expression Functions.

Self-managed environments

To deploy the plug-ins for a self-managed environment:

  1. Download the following plug-ins directly from the Appian AppMarket:

  2. Follow the Deploying Plug-ins instructions to deploy the plug-ins.

Step 3: Creating database objects

To create the structure for the database tables, views, and other objects that are a part of the Case Creation via Email module in your MariaDB business database, you need to run the 01.CaseCreationviaEmailv1.0.0.sql DDL script downloaded in Step 1.

Step 4: Importing the application

Next, you need to import the application into the target environment.

To import the application:

  1. In the target environment, log in as the deployment user.
  2. Navigate to the Appian Designer.
  3. Click IMPORT.
  4. Click UPLOAD and choose the application CaseCreationviaEmailv1.0.0.zip file that was downloaded in Step 1.
  5. Click the Include related import customization file checkbox and click UPLOAD. Select the CaseCreationviaEmailv1.0.0.propertiesfile downloaded in Step 1.
  6. Click INSPECT to ensure that there will be no complications on import.
  7. Click IMPORT.
  8. Review the import results to verify the following CMGT Add-On - Case Creation via Email (CMGT_EML_TRI) application container was imported.

Next steps

Now that you have installed the Case Creation via Email module, follow the steps in Setting Up Case Creation via Email to start using this functionality with Case Management Studio.

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