- Question.
I am using [Message Start Event (email)], but a new Case does not start when an email is received. Why is this?
- Answer.
If starting a new Case fails, an error notification email is usually sent, so please check the error details in the email.
There are various reasons why a Case may not start from an email in the [Message Start Event (email)]. To find out the cause, please follow the steps below.
1. Check the error notification email
If an error occurs during processing after receiving an email on the Questetra side, an error notification email is usually sent to user(s) with [Control Permission] or [System Admin Permission] for the target app.
If you have received an error notification email, the details of the error will be described in the email, so please first check whether you have received an error notification email.
(In some situations, the email may have been classified as spam.)
- Email subject: [Questetra] Message Start Event (email) failed
2. Check the logs on the sending mail server
If you have not received the error notification email, first check (by asking the mail server administrator) whether the email has been delivered to the destination mail server (Google's mail server, used by Questetra) on the sending mail server.
3. Submit the necessary information to Questetra for an investigation
If the email is being delivered correctly (received by the Google mail server), please contact us via the inquiry form and include the following information for further investigation:
- URL of the workflow platform you are using
- E.g. https://yourdomain.questetra.net/
- The Case Start Address of the target [Message Start Event (email)]
- E.g. emailstart.m123.yourdomain @ questetra-bpms-jp.appspotmail.com
- Check the settings screen for [Message Start Event (email)]
- You can also check from the menu ([System Settings] > [External App Linkage] > [Message Start Event (Email)] )
- Sender's email address (From address)
- Message ID
- The date and time the email was received