PSA/shared/workflow/runtime/workflows/email-processing-workflow.v2.json

{
  "id": "00000000-0000-0000-0000-00000000e001",
  "version": 2,
  "name": "Inbound Email Processing",
  "description": "Process inbound emails into tickets or comments.",
  "payloadSchemaRef": "payload.EmailWorkflowPayload.v1",
  "trigger": { "type": "event", "eventName": "INBOUND_EMAIL_RECEIVED" },
  "steps": [
    {
      "id": "try-email-processing",
      "type": "control.tryCatch",
      "try": [
        {
          "id": "state-processing-inbound",
          "type": "state.set",
          "config": { "state": "PROCESSING_INBOUND_EMAIL" }
        },
        {
          "id": "assign-trigger-fields",
          "type": "transform.assign",
          "config": {
            "assign": {
              "vars.processedAt": { "$expr": "nowIso()" }
            }
          }
        },
        {
          "id": "parse-email-body",
          "type": "email.parseBody",
          "config": {
            "text": { "$expr": "payload.emailData.body.text" },
            "html": { "$expr": "payload.emailData.body.html" },
            "saveAs": "vars.parsedEmail"
          }
        },
        {
          "id": "state-check-threading",
          "type": "state.set",
          "config": { "state": "CHECKING_EMAIL_THREADING" }
        },
        {
          "id": "resolve-existing-ticket",
          "type": "action.call",
          "config": {
            "actionId": "resolve_existing_ticket_from_email",
            "version": 1,
            "inputMapping": {
              "emailData": { "$expr": "payload.emailData" },
              "parsedEmail": { "$expr": "vars.parsedEmail" }
            },
            "saveAs": "vars.existingTicketResolution"
          }
        },
        {
          "id": "branch-existing-ticket",
          "type": "control.if",
          "condition": { "$expr": "vars.existingTicketResolution.ticket != null" },
          "then": [
            {
              "id": "comment-existing-ticket",
              "type": "action.call",
              "config": {
                "actionId": "create_comment_from_parsed_email",
                "version": 1,
                "inputMapping": {
                  "ticketId": { "$expr": "vars.existingTicketResolution.ticket.ticketId" },
                  "emailData": { "$expr": "payload.emailData" },
                  "parsedEmail": { "$expr": "vars.parsedEmail" },
                  "author_type": "contact",
                  "source": "email"
                },
                "idempotencyKey": { "$expr": "payload.emailData.id & ':' & vars.existingTicketResolution.ticket.ticketId" }
              }
            },
            {
              "id": "attachments-existing-ticket",
              "type": "action.call",
              "config": {
                "actionId": "process_email_attachments_batch",
                "version": 1,
                "inputMapping": {
                  "emailId": { "$expr": "payload.emailData.id" },
                  "attachments": { "$expr": "coalesce(payload.emailData.attachments, [])" },
                  "ticketId": { "$expr": "vars.existingTicketResolution.ticket.ticketId" },
                  "tenant": { "$expr": "payload.tenantId" },
                  "providerId": { "$expr": "payload.providerId" }
                },
                "idempotencyKey": { "$expr": "payload.emailData.id & ':' & vars.existingTicketResolution.ticket.ticketId & ':attachments'" },
                "onError": { "policy": "continue" }
              }
            },
            { "id": "return-after-reply", "type": "control.return" }
          ],
          "else": [
            {
              "id": "state-matching-client",
              "type": "state.set",
              "config": { "state": "MATCHING_EMAIL_CLIENT" }
            },
            {
              "id": "state-resolve-defaults",
              "type": "state.set",
              "config": { "state": "RESOLVING_TICKET_DEFAULTS" }
            },
            {
              "id": "resolve-ticket-context",
              "type": "action.call",
              "config": {
                "actionId": "resolve_inbound_ticket_context",
                "version": 1,
                "inputMapping": {
                  "tenantId": { "$expr": "payload.tenantId" },
                  "providerId": { "$expr": "payload.providerId" },
                  "senderEmail": { "$expr": "payload.emailData.from.email" }
                },
                "saveAs": "vars.ticketContext"
              }
            },
            {
              "id": "check-ticket-defaults",
              "type": "control.if",
              "condition": { "$expr": "vars.ticketContext.ticketDefaults != null" },
              "then": [],
              "else": [
                {
                  "id": "state-error-no-defaults",
                  "type": "state.set",
                  "config": { "state": "ERROR_NO_TICKET_DEFAULTS" }
                },
                { "id": "return-no-defaults", "type": "control.return" }
              ]
            },
            {
              "id": "state-create-ticket",
              "type": "state.set",
              "config": { "state": "CREATING_TICKET" }
            },
            {
              "id": "create-ticket-with-comment",
              "type": "action.call",
              "config": {
                "actionId": "create_ticket_with_initial_comment",
                "version": 1,
                "inputMapping": {
                  "emailData": { "$expr": "payload.emailData" },
                  "parsedEmail": { "$expr": "vars.parsedEmail" },
                  "ticketDefaults": { "$expr": "vars.ticketContext.ticketDefaults" },
                  "targetClientId": { "$expr": "vars.ticketContext.targetClientId" },
                  "targetContactId": { "$expr": "vars.ticketContext.targetContactId" },
                  "targetAuthorUserId": { "$expr": "vars.ticketContext.targetAuthorUserId" },
                  "targetLocationId": { "$expr": "vars.ticketContext.targetLocationId" }
                },
                "idempotencyKey": { "$expr": "payload.providerId & ':' & payload.emailData.id" },
                "saveAs": "vars.createdTicket"
              }
            },
            {
              "id": "state-processing-attachments",
              "type": "state.set",
              "config": { "state": "PROCESSING_ATTACHMENTS" }
            },
            {
              "id": "attachments-new-ticket",
              "type": "action.call",
              "config": {
                "actionId": "process_email_attachments_batch",
                "version": 1,
                "inputMapping": {
                  "emailId": { "$expr": "payload.emailData.id" },
                  "attachments": { "$expr": "coalesce(payload.emailData.attachments, [])" },
                  "ticketId": { "$expr": "vars.createdTicket.ticket_id" },
                  "tenant": { "$expr": "payload.tenantId" },
                  "providerId": { "$expr": "payload.providerId" }
                },
                "idempotencyKey": { "$expr": "payload.emailData.id & ':' & vars.createdTicket.ticket_id & ':attachments'" },
                "onError": { "policy": "continue" }
              }
            },
            {
              "id": "state-email-processed",
              "type": "state.set",
              "config": { "state": "EMAIL_PROCESSED" }
            },
            {
              "id": "send-ack-email",
              "type": "control.if",
              "condition": { "$expr": "vars.ticketContext.matchedClient != null" },
              "then": [
                {
                  "id": "ack-email-action",
                  "type": "action.call",
                  "config": {
                    "actionId": "send_ticket_acknowledgement_email",
                    "version": 1,
                    "inputMapping": {
                      "ticketId": { "$expr": "vars.createdTicket.ticket_id" },
                      "contactEmail": { "$expr": "vars.ticketContext.matchedClient.email" }
                    },
                    "onError": { "policy": "continue" }
                  }
                }
              ]
            },
            { "id": "return-after-create", "type": "control.return" }
          ]
        }
      ],
      "catch": [
        {
          "id": "state-error-processing",
          "type": "state.set",
          "config": { "state": "ERROR_PROCESSING_EMAIL" }
        },
        {
          "id": "create-human-task-failure",
          "type": "action.call",
          "config": {
            "actionId": "create_human_task_for_email_processing_failure",
            "version": 1,
            "inputMapping": {
              "title": "Email Processing Failure",
              "description": { "$expr": "payload.emailData.subject" },
              "contextData": {
                "emailSubject": { "$expr": "payload.emailData.subject" },
                "senderEmail": { "$expr": "payload.emailData.from.email" },
                "emailId": { "$expr": "payload.emailData.id" },
                "providerId": { "$expr": "payload.providerId" },
                "errorMessage": { "$expr": "error.message" }
              }
            }
          }
        },
        {
          "id": "state-awaiting-manual",
          "type": "state.set",
          "config": { "state": "AWAITING_MANUAL_RESOLUTION" }
        },
        { "id": "return-after-error", "type": "control.return" }
      ]
    }
  ]
}