Acumatica Incoming Email Processing
What happens when Acumatica sends an email out, then someone replies to it?
Well, I used to think that it went nowhere in Acumatica, but today I learned that's not the case.
Let's say you open a Purchase Order and note that there are no email activities attached.
Then you use REPORTS -> Print Purchase Order to view the printed Purchase Order and the SEND button to send it out as an email attachment.
The outbound email activity automatically gets attached to the Purchase Order. Note the (1) next to ACTIVITIES in this screenshot:
But maybe the email account that you setup in Acumatica is something like firstname.lastname@example.org, a generic email account that no one checks.
The vendor receives an email from email@example.com. But what happens if the vendor replies to the email? Well, I used to think that it went into the email inbox of the email account (of course), but that Acumatica didn't see it.
I knew about the INCOMING MAIL PROCESSING tab on the System Email Accounts (SM204002) screen, but I thought Acumatica only took action on an email if you checked something in addition to the Incoming Mail Processing check box.
That's where I was wrong.
Apparently the Incoming Mail Processing check box is all you need:
When Acumatica sends an email, it automatically adds a special code in brackets at the end of the subject. This is how it identifies that specific email:
So, if you checked the Incoming Mail Processing check box when you setup the email account, Acumatica will scan the inbox for emails containing that special code in the subject.
For those emails with special codes, Acumatica will attach them to the same record as the original email which in our case is a Purchase Order.
Note that Acumatica still imports all emails in the inbox. So this technique probably makes most sense with an email address like firstname.lastname@example.org where the inbox only contains email replies to email sent from Acumatica. But only the emails with special codes get attached to records in Acumatica, the rest just sit in Acumatica as clutter.
Make sure to select the Action of Send/Receive All on the Send and Receive Email (SM507010) screen so Acumatica will both send email and check the inbox of the email account.
I tested this by replying to the email that Acumatica sent from my regular mail client. Now I have two email activities attached to the Purchase Order which is pretty cool:
Note: If you want to test this out with a test email account, I suggest creating a Gmail account since it's free. Follow these instructions for how to setup a Gmail Account in Acumatica (click here).
Is there any way to know what that special code is when looking at the record? As you listed above, Acumatica adds [Demo78089] to the subject line of the email. However, if you look at the email in Activities, then this special code is not shown in the subject line. Is there any way to discover what this special code is from within Acumatica?
I'm asking this because we have a use case where we sometimes get emails in Outlook that we want to forward into a certain Acumatica record. For example, customer emails a PO directly and you want to forward this into the Sales Order. Currently, there's no way I know of to do this without first knowing this special code. However, there's also no way I know of to determine what this special code is unless you already have an email related to that record.
Thanks for the help!!
So it seems that this special code is actually the Ticket field. It also seems that the ticket is a sequential ID that's internally generated. I think this means there's no way to add an email to a Sales Order unless it already has a ticket attributed to it. 🙁