Published at: 2026-09-17

Configure email-to-work-order conversion

Overview

You can automatically convert valid emails received by a service mailbox into Work Orders or Service Requests. A generation rule selects the mailbox and target object, defines matching conditions and field mappings, and can notify ShareService administrators when conversion fails.

Before you begin

Use a ShareService administrator account or an account that can configure Business Plugin.
Bind and enable the receiving mailbox in Setup.
Enable incoming and outgoing email archiving for the mailbox. If archiving is disabled, new email cannot continue generating business records.
Review required fields for the target Work Order or Service Request record type, and prepare the corresponding field mappings.

Bind a system mailbox in mailbox management

Enable email archiving for the system mailbox

Create an email generation rule

Go to ShareService > System Settings > All Features > Business Plugin > Remote Service Tools > Email.
Select New Generation Rule.

Configure the rule:

Setting	Description
Rule Name	Enter a name that identifies the rule
Mailbox	Select a bound system mailbox; incoming email in this mailbox can generate target-object records
Applicable Scope	Define the conditions an email must meet before conversion
Target Object	Select Work Order or Service Request
Field Mapping	Use the preset mappings and add any mappings required by the target object
Exception Notification	When enabled, sends a CRM notification to ShareService administrators after a conversion failure

Set the rule priority. If an email matches multiple rules, the system uses the matching rule with the smallest priority number.
Save the rule.

Configure email conditions and field mappings

Review conversion results and exceptions

The system monitors valid email in the mailbox, extracts message information, and generates a Work Order or Service Request according to the matched rule.

When Exception Notification is enabled, the system sends a CRM notification to ShareService administrators after a conversion failure. Use the notification to check the email conditions, required target-object fields, and field mappings.

Expected results and verification

Send a test email that meets the rule conditions to the bound mailbox.
Open the target object, confirm that a Work Order or Service Request was generated, and verify the mapped fields.
Send an email that matches multiple rules and confirm that the system uses the matching rule with the smallest priority number.
In a test environment, omit a required field mapping and confirm that administrators receive a CRM notification when exception notifications are enabled.

Notes

A rule can use only a bound system mailbox, and the mailbox must keep email archiving enabled.
The target object can only be Work Order or Service Request.
After you add or change required fields on the target object, review the field mappings. Missing mappings can cause conversion to fail.
This configuration generates a business record from email. Assignment and processing depend on the Work Order or Service Request process.