Set Up Create Claim via Email

Prepare for setup

The Create Claim via Email add-on module ingests emails from a Microsoft email account, lists them in a triage queue, and lets claims adjusters create claims from them. After you install the Create Claim via Email add-on module, you must set it up before you use it with the Connected Claims Base application.

This guide walks you through the incorporation steps that enable the full functionality of Create Claim via Email. These steps are the minimum required. You can customize the security, display names, and other aspects of the application to suit your needs.

System prerequisites

Your environment must meet the following requirements, and you must have the necessary access, before you set up the Create Claim via Email module with Connected Claims:

• Connected Claims Management Base Application v2.0 installed and configured
• Create Claim via Email Add-On v1.1 installed
• Microsoft email account access for integration
• Appropriate user permissions for email triage and claim creation

Create the Microsoft Azure inbox account

The Create Claim via Email module connects to a Microsoft email account to pull incoming emails into the triage queue. Create a new Microsoft email account and an Azure app registration for each environment, such as Dev, Test, and Production. You share the app registration credentials with Appian in Configure the Appian email poller.

To create an inbox for inbound email polling:

1. Go to Microsoft Azure and create a new account in Azure AD with the username that matches the email address you want to poll.

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

2. Go back to Microsoft Azure and sign in with the new account.
3. In the Search field, enter App Registrations and follow the instructions to create a new registration.
4. After the application is created, go to the API permissions page.
5. Select + Add a permission.
6. Select Microsoft Graph.
7. Select Application Permissions.
8. Select Mail.ReadWrite.
9. Click Add permissions.
10. Go back to the API permissions page.

11. Select Grant Admin Consent for Appian.

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

12. Go to the Certificates & Secrets page.
13. Select + New Client Secret.
14. Add a description and select an expiration.
15. Save the Value for your records. You enter this value as the secret in Appian Third-Party Credentials.
16. Save the tenant ID and the application (client) ID from the Overview page of the app registration. You enter these values as tenant and applicationID in Appian Third-Party Credentials.

Configure the Appian email poller

This section imports the Create Claim via Email Admin Console package and configures the email poller credentials and constants that connect Appian to the Microsoft email account you created in Create the Microsoft Azure inbox account.

To configure the Appian email poller:

1. Sign in to the target environment.
2. Go to the Admin Console.
3. Click IMPORT > UPLOAD and choose the CCMAddOnClaimCreationViaEmailv1.1.0-AdminConsole.zip file.
4. Select Include related import customization file.
5. Click UPLOAD.
6. Select the CCMAddOnClaimCreationViaEmailv1.1.0-AdminConsole.properties file.
7. Click INSPECT to check for problems before you import.
8. Click IMPORT and review the import results to verify that there are no errors.
9. In the Admin Console, go to Third-Party Credentials and verify that the item labeled ccm-mail-poller-msgraph exists.

10. Click ccm-mail-poller-msgraph and enter the Azure secret, tenant, and applicationID values that you saved in Create the Microsoft Azure inbox account. The tenant ID and the application (client) ID are on the Overview page of the Azure app registration.

    Note:  Do not modify customMailPollerTableName and customMailPollerDocTableName unless you intend to modify the Appian Poller table names. Modifying these names is not recommended.

11. Click SAVE.
12. Go to Appian Designer and use the global search to find and open the CCM_EML_TRI_MAILBOX_EMAIL_ADDRESS constant.

13. Update the constant to match the full email address that you want to poll, for example test@microsoft.com.

    

14. Click SAVE.
15. In Appian Designer, use the global search to find and open the CCM_EML_TRI_ENABLE_MAIL_POLLER constant.

16. If the Value is not already true, set the Value to true.

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

    

For more information about the Microsoft email poller, see MSGraph Email Poller on Appian Community.

Set up the data store

This section connects the CCM_EML_TRI_Poller_Data data store of the Create Claim via Email module to your database.

To set up the data store:

1. In Appian Designer, open the CCM Add On: Claim Creation via Email application.
2. Search for and open the CCM_EML_TRI_Poller_Data data store.

3. If the Data Source is not already jdbc/Appian, select jdbc/Appian.

   

4. Click VERIFY to verify the entity mappings.

5. Click Save & Publish.

   

6. Search for and open the CCM_EML_TRI_DATABASE_JNDI_NAME constant.

7. If the value is different from jdbc/Appian, update the value to jdbc/Appian.

   

8. Click SAVE.

Add the Email record view and the Compose related action

This section adds the Create Claim via Email Emails view and the Compose related action to the CCM_Claim record type in the Connected Claims Management Base application.

To add the Emails view and the Compose related action:

1. In Appian Designer, open the Connected Claims Management Base application.
2. Search for and open the CCM_Claim record type.
3. Click the Views tab.
4. Click Add View Manually.
5. Configure the view with the following properties:
   • View Name: Use an expression and select Emails from the translation set.

   • In the interface definition, enter the following code:

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     rule!CCM_EML_TRI_Claim_RecordView_Emails(
       claimId: rv!identifier
     )
     

6. Click OK.
7. Click the Actions tab.
8. Click Configure New Action Manually.
9. Configure the related action with the following properties:
   • Display Name: Use an expression and select Compose from the translation set.
   • Process Model: CCM_EML_TRI_ComposeEmail
   • Key: composeEmail

   • Context: Enter the following code:

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     {
       claim: rule!CCM_QR_GetClaimV2(
         returnType: "SINGLE_OBJECT",
         claimId: rv!identifier,
         recordTypesToInclude: 'recordType!{d81cdd0e-c54d-4b8e-beec-b7ae37fefe7f-ccm}CCM_Claim'
       )/* CCM_Claim */
     }
     

10. Click DONE.

    

Configure the Compose related action

This section adds the Compose related action to the two Create Claim via Email interfaces that display it. Complete Add the Email record view and the Compose related action first, because these interfaces reference the composeEmail action on the CCM_Claim record type.

To configure the Compose action in the interfaces:

1. In Appian Designer, open the CCM Add On: Claim Creation via Email application.
2. Search for and open the CCM_EML_TRI_Claim_RecordView_Emails interface.

3. In the additionalContent parameter of the empty state card layout, replace the /*Call compose action here*/ comment with the following code:

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   a!recordActionField(
     actions: a!recordActionItem(
       action: recordType!CCM_Claim.actions.composeEmail,
       identifier: ri!claimId
     ),
     display: "LABEL_AND_ICON",
     style: "TOOLBAR_PRIMARY",
     showWhen: a!isNotNullOrEmpty(ri!claimId),
     align: "CENTER"
   )
   

   

4. Search for and open the CCM_EML_TRI_EmailListPane interface.

5. In the a!recordActionItem() call of the record action field that uses showWhen: ri!isClaimEmailsView, set the action parameter to recordType!CCM_Claim.actions.composeEmail, as shown:

   

Update the CCM_Claim_SetEvents expression rule

This section adds the CREATED_FROM_EMAIL event type to the CCM_Claim_SetEvents expression rule in the Connected Claims Management Base application, so claims that users create from emails record the correct event.

To update the expression rule:

1. In Appian Designer, open the Connected Claims Management Base application.
2. Search for and open the CCM_Claim_SetEvents expression rule.

3. In the local!eventTypeId a!match() condition, add the following code after the "CREATE" condition:

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   equals: "CREATED_FROM_EMAIL",
   then: cons!CCM_EML_TRI_REFID_EVENT_TYPE_CLAIM_CREATED_FROM_EMAIL,
   

   

Use the module after setup

After you set up the Create Claim via Email module, claims adjusters can review ingested emails in the triage queue, create claims from emails, link emails to existing claims, and reply to email threads from claim records. For more information, see Create Claim via Email Overview.

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