In-Tray - In-Tray Exchange Service and Outlook In-Tray Integration

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In-Tray

This article covers what the In-Tray Exchange Service does, and how it interacts with the Outlook In-Tray Add-in. 

The service runs on a Windows server, and is set up and maintained by CPL Software. Users do not interact directly with the service, and you won't see any additional software on your machine. You do not need to change how you work as the service will do everything automatically in the background.

Overview

The In-Tray Exchange Service is a Windows Service designed to automatically check incoming and outgoing emails on an Exchange or Office 365 server, and attempt to link any emails to In-Tray (incoming) or Client (outgoing) within CPL. It will check for new incoming and outgoing emails on a cycle, with a minimum of one minute between check cycles to avoid overlapping checks. This delay between checks can be increased if required. 

Emails that cannot be matched to any client or purchase ledger account are ignored by the In-Tray Exchange Service, unless you opt to process them to the Default In-Tray instead.

You will need to assign a user to monitor the Default In-Tray if you decide to use this function.

Please note, if this option is enabled, then all emails received and sent will end up in the In-Tray system. 

Users can use the Outlook In-Tray Add-In to manually process emails that the Exchange Service was unable to link. See In-Tray - In-Tray Outlook Add-In.

Incoming Emails - Linking to the In-Tray

Incoming emails will be examined to see who they are from, and if matched to a client or a purchase ledger account they will be sent to the appropriate In-Tray. 

To determine which user's In-Tray the message should go to, the In-Tray Exchange Service will perform the following checks: 

1. Email from a Client or Clients only:

Please Note that if the email links to a single client, then an auto-select will be added to the In-Tray to select that client. When the email is clicked in the In-Tray, that client will be automatically selected too.

2. Email from a Purchase Ledger Account company:

3. Email from an address used for multiple purposes:

4. Email from an unknown email address:

5. Error processing emails:

For catastrophic errors, the email will be forwarded to the Forward Failed Emails To address for manual processing. See the section on Failed Emails later in this guide for more details. 

 

Outgoing Emails - Linking to Client Documents or the In-Tray

Outgoing emails will be examined to see who they are being sent to, and if matched to a client they will be sent to either that client's Letters Documents tab, or to the In-Tray of that client's Property Manager, depending on which option your company requires. It must be set for one or the other and cannot be set as a combination of both. 

If this is set to link outgoing emails to the client documents, then the following criteria must be true: 

1. The email address of the recipient must be used by only one client.
2. The email address of the recipient must not be used by a PL Account.

If both of these conditions are met, then the email will appear in the Letters Documents tab of the client that the email is being sent to.

The email will display as Client Letters in the Document Type column and Sent in the Sent/Received column. The user will be marked as Administrator. 

If either of the above criteria are not met, then the outgoing email will be processed into the In-Tray, using the same rules as for incoming emails.

Outlook Categories

To let the user know that an email has been processed by the Service, it will get flagged in Outlook using a Category when it is selected or opened. 

Categories will only show up in Outlook if you are using the In Tray Outlook Add-In. Some categories will only show up if you are using both the In-Tray Outlook Add-In and the In-Tray Exchange Service. 

The categories are listed and explained below.

1. Message is pending processing by the In-Tray Exchange Service - Because the Exchange Service checks for and processes new emails on a cycle, it is quite likely that users will see an email in Outlook before the Service has processed it. These emails will have an orange banner and an orange tag.
   
   
   
   This banner and tag will only display if you are using both the RPM In Tray Outlook Add-In and the Exchange Service. 
   
   It is purely for information purposes, and will not stop you from manually processing the email with the Add-In. You will see a warning which you can bypass by clicking Link to link the email to the In-Tray.
   

This may result in duplicate files in the In-Tray. 

1. Message has already been processed by the In-Tray Exchange Service - If an email has been processed by the In-Tray Exchange Service, it will display a red banner and a red tag. 
   
   
   
   This banner and tag will only display if you are using both the RPM In Tray Outlook Add-In and the Exchange Service. 
   
   It is purely for information purposes, and will not stop you from manually processing the email again with the Add-In. You will see a warning which you can bypass by clicking Link to link the email to the In-Tray.
   
   
   
2. Message has already been processed by a user with the In-Tray Outlook Add-In - If the email has been processed by an Outlook In-Tray Add-In user, it will be have a cyan tag in the email list, and a cyan banner.
   
   
   
   
   
   This banner is only dependent upon using the Outlook In-Tray Add-In, and does not relate to the Exchange Service. 
   
   If the user tries to link the email again, they will see a warning which they can bypass when they click Link. This will create a duplicate in the selected user's In-Tray.
   
   
   
   

1. No banner at all - If there is no banner and the user has both the Exchange Service and the Outlook In-Tray Add-In, then the Exchange Service has processed the email but been unable to link it. You can now decide whether to manually link the email using the Outlook In-Tray Add-In.
   

1. An email with multiple banners - It is possible for an email to have multiple banners, as emails can be processed manually using the Outlook In-Tray Add-In and automatically by the Exchange Service.
   
1. If an email has been automatically processed and manually processed, you will see both the red Automatically Processed and green Manually Processed banners display.

1. Linking emails with different status banners - Using the Outlook In-Tray Add-In, it is possible to select and link multiple emails at once. For example, you could link a Pending Processing email and an Already Processed email at the same time. When you do this, you will see a Processing Confirmation pop-up. Click Yes to proceed.
   
   

Changing Category Colours

Whilst the banners and icons shown above will default to red or green, it is possible to change the colours in Outlook.

To do this:

1. Click on Categorize in the Home menu ribbon in Outlook. 
   
   
   
   
2. Click on All Categories in the dropdown to open the Color Categories list.
   
   
   
   
3. Select the item you wish to change the colour for, and then select the colour from the Color dropdown menu on the right. 
   
   
   

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