Prerequisites
The WorkBuddy Importer needs to be enabled on your WorkBuddy tenancy
Users will require Inbound Email > Access and Inbound Email > Manage permissions
Emails are processed as soon as the importer receives them. Emails that are processed successfully will have their status set to Successful.
Emails that fail to process fall into two categories; Failed and Not Matched.
Failed emails will have an error message indicating what needs to be updated so they can be imported successfully. eg, adding a job type or priority keyword.
Not Matched emails will need to have an import type selected for them, as the importer cannot determine which one to use.
Reprocessing Failed Emails
To attempt reprocessing a Failed email:
Navigate to the Inbound Emails Module in your tenancy
Select the email you wish to reprocess
Read the error message above the email and determine the action to take. The Importer Errors table below will assist you in resolving the various errors.
Once the errors have been resolved, select the "Reprocess" button in the top right of the screen to try importing the email again.
If the reprocessing of the email was successful, the status of the email will change to Successful, and a Job will be created.
Reprocessing Not Matched Emails
To attempt reprocessing a "Not Matched" email:
Navigate to the Inbound Emails Module in your tenancy
Select the email you wish to reprocess
Either select the "Process with" button in the top right of the screen to select a configuration to reprocess with, or select the three dots reprocess without a specific configuration.
If the reprocessing of the email was successful, the status of the email will change to Successful and a Job will be created.
Importer Errors
Emails that are unable to import will display errors on the email when it is selected, as well as under the Errors column in the Inbound Emails Module.
The table below covers potential common Importer errors and their solutions.
Error Name | Reason for Error | Fix for Error |
Priority Missing | The Job Priority determined by the Cloud-based Importer did not match a Job Priority keyword in your tenancy | Look at the email's contents and determine the Job Priority. Add the Job Priority from the email as a keyword under the relevant Job Priority. For more information on Job Priority keywords, see: Adding new keywords to a Job Type or Priority |
Job Type Missing | The Job Type determined by the Cloud-based Importer did not match a Job Type keyword in your tenancy | Look at the email's contents and determine the Job Type. Add the Job Type from the email as a keyword under the relevant Job Type. For more information on Job Type keywords, see: Adding new keywords to a Job Type or Priority |
Job Already Exists | The same Job has already been imported to your tenancy | Ensure that this job already exists in your tenancy, then ignore the email. If it does not exist, then contact support |
Too Many Price Books | Multiple Price Book coverages matched against the Job and customer set in the configuration | Make the relevant coverage changes to the customer's Price Book so only one Price Book matches. For more information on Price Book coverage, see: Creating a New Price Book |
Price Book Not Found | The customer listed in the configuration for this matched email does not have a Price Book set. | Create a price book for this customer. For more information on Creating a Price Book, see: Creating a New Price Book |
Codes Not Found | A code determined by the Cloud-based Importer does not exist in your catalogue | Add the relevant codes to your Item catalogue and the Price Book for that customer. For more information on adding an Item to your Catalogue and Price Books, see: Adding a New Catalogue Item and Adding an Item to a Price Book |
No Matched Config | There is no configuration setup on your tenancy that matches the email and attachment format | Add a configuration to your tenancy that is of one of the listed "Import Type" formats. |
Many Matched Configs | Occurs when many "Import Types" are very similar and the importer can't determine the correct one. | Reprocess with the specific desired format |
No Primary Attachment | The email received by the Cloud-based Importer did not receive an expected primary attachment of the correct file type | Ensure the email's attachments exist or are not corrupted. Your customer may need to reissue the workorder. |
No Files Sent | The matched import type expected an attachment but no attachment exists. | Ensure the email's attachments exist or are not corrupted. Your customer may need to reissue the workorder. |
Reference Not Found In System | There is an inconsistency in the email or attachments resulting in a Job creation failure | Ensure the email and attachments are correct with no typographical errors. If they are request a new work order from your customer. |
Attachment Upload Error | The Email attachment upload failed for a particular reason, usually because the file is too large | Ensure the email's attachments are correct and not corrupted with your customer. The total maximum attachment size is 25mb. |
Work Order Number Not Found In Subject | This issue occurs only for certain "Import Type" formats. A work order number is expected in the email's subject line, but is not there. | Ensure the email is correct with no typographical errors with your customer. |
For any other errors that may appear, please contact support so we can assist.
Results
You now know how to reprocess and troubleshoot emails in the Inbound Emails Module.