Set Up Create Claim via Email

Set up the Create Claim via Email module

After installing the Create Claim via Email add-on module, you need to set it up before using it with the Connected Claims Base application.

This guide walks you through the incorporation steps required to utilize the full functionality of the Create Claim via Email. Implementers are free to customize the security, display names, and other aspects of the application to best suit their needs. These steps include:

• Required incorporation.
  • Set up the email poller.
  • Add the Email Record view and the Compose related action.
  • Update the CCM_Claim_SetEvents expression rule.

Prerequisites

Before setting up Create Claim via Email module with your Connected Claims solution, ensure your environment meets the following requirements and you have the necessary access:

• Connected Claims Management Base Application v1.2 installed and configured
• Claim Creation via Email Add-On v1.0 installed
• Microsoft email account access for integration
• Appropriate user permissions for email triage and claim creation

Required Incorporation**

The following steps are the bare minimum incorporation steps required to utilize the full functionality of the Claim Ticketing. Implementers are free to customize the security, display names, and other aspects of the application to best suit their needs.

To incorporate the add-on to the Appian Connected Claims Management Base Application, perform the following steps.

Set up the email poller

The Case Creation via Email module needs to connect to a Microsoft email account in order to pull in incoming emails to the triage experience. Follow the steps below for each desired environment (Dev, Test, Production, etc.) to create a new Microsoft email account and share its credentials with Appian.

Create an account

To create an inbox for inbound email polling:

1. Navigate to Microsoft Azure and create a new account in Azure AD with the desired username that matches the desired email address.

   Note:  A global admin may be required to do this.

2. Navigate back to Microsoft Azure and log in with your new account.
3. In the Search field, enter App Registrations and follow the instructions to create a new registration.
4. Once the application is created, navigate to the API permissions page.
   1. Select + Add a permission.
      1. Select Microsoft Graph.
      2. Select Application Permissions.
      3. Select Mail.ReadWrite.
   2. Add permission.
5. Navigate back to the API permissions page.
   1. Select Grant Admin Consent for Appian.

      Note:  A global admin may be required to do this.

6. Navigate to the Certificates & Secrets page.
   1. Select + New Client Secret.
      1. Add a description and select an expiration.
      2. Save the Value for your records.

         Note:  This value will be input as secret in Appian Third-Party Credentials

Appian polling configurations

1. Login to the target environment.
2. Navigate to the Admin Console.
   1. Click IMPORT > UPLOAD and choose the CCMAddOnClaimCreationViaEmailv1.0.0-AdminConsole.zip file.
   2. Select Include related import customization file.
   3. Click UPLOAD.
   4. Select the CCMAddOnClaimCreationViaEmailv1.0.0-AdminConsole.properties file.
   5. Click INSPECT to ensure that there will be no complications on import.
   6. Click IMPORT and review the import results to ensure there are no errors.
3. Navigate to Third-Party Credentials in the Admin Console and verify the item labeled ccm-mail-poller-msgraph exists.
   1. Click ccm-mail-poller-msgraph and provide the Azure secret, tenet, and applicationID configured when enabling a polling inbox.

      Note:  Do not modify customMailPollerTableName and customMailPollerDocTableName unless you intend to modify the Appian Poller table names (not recommended).

   2. Click SAVE.
4. Navigate to Appian Designer and use the global search to find and open the CCM_EML_TRI_MAILBOX_EMAIL_ADDRESS constant.

   1. Update this constant to match the full email address that will be polled (i.e., test@microsoft.com).

      

5. Click SAVE.
6. Navigate back to Appian Designer and use global search to find and open the CCM_EML_TRI_ENABLE_MAIL_POLLER constant.
   1. Set the Value to True if not set already.

      Note:  Use this constant when you want to turn poller operations on or off.

      

For additional support on the Microsoft Email Poller, visit the MSGraph Email Poller on Appian Community.

Set up the Data Store

1. Navigate to the Appian Designer.
2. Select the CCM Add On: Claim Creation via Email application.
3. Search for and open the CCM_EML_TRI_Poller_Data data store.

4. Select the Data Source as jdbc/Appian if it is not already selected.

   

5. Click VERIFY to verify the Entity mappings.

6. Click Save & Publish.

   

7. Search for and open the CCM_EML_TRI_DATABASE_JNDI_NAME constant.

8. Update the value to jdbc/Appian if different value is present.

   

9. Click SAVE.

Add the Email Record view and the Compose related action

1. Navigate to the Appian Designer.
2. Select the Connected Claims Management Base application.
3. Search for and open the CCM_Claim site.
4. Click the Views tab.
5. Click Add View Manually.
   1. View Name: Emails(pick from the translation set)

   2. Add the following code to the interface:

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      rule!CCM_EML_TRI_Claim_RecordView_Emails(
      claimId: rv!identifier
      )
      

   3. Click OK.
6. Click the Actions tab.
7. Click on Configure New Action Manually.
   1. Display Name: Use Expression and Pick Compose from the translation set
   2. Process Model: CCM_EML_TRI_ComposeEmail
   3. Key: composeEmail

   4. Context: Add the following code:

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       {
       claim: rule!CCM_QR_GetClaim(claimId: rv!identifier)/* CCM_Claim */
       }
      

   5. Click DONE.

      

Configure Compose Related Action

1. Navigate back to the Appian Designer.
2. Select the CCM Add On: Claim Creation via Email application.
3. Search for and open the CCM_EML_TRI_Claim_RecordView_Emails site.

4. Configure Compose Action in line 186.

   

5. Search for and open the CCM_EML_TRI_EmailListPane site.

6. Configure Compose Action in line 51

   

Update CCM_Claim_SetEvents expression rule

1. Navigate back to the Appian Designer.
2. Select the Connected Claims Management Base application.
3. Search for and open the CCM_Claim_SetEvents expression rule.

   1. Add the following code in the local!eventTypeId - a!match condition.

      

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