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Reference - IOM Customer E-mails 2.2
1 Introduction
This reference gives a list of available data that are required to configure customer e-mails of the IOM. The data will be referenced to complete the related concept and cookbook. The target audience are consultants and developers.
1.1 Glossary
| Term | Description |
|---|---|
| Communication partner | A relation from IOM to an external 3rd-party system with which a defined communication exists. E.g., a shop, supplier or payment provider. Also named partner in this document. |
| IOM | The abbreviation for Intershop Order Management |
| Transmission | An internal object of IOM that represents the requests and content for an external communication. |
1.2 References
- Concept - IOM Customer E-mails 2.2
- Cookbook - IOM Customer E-Mails 2.2
- Overview - IOM Shop Onboarding
- Guide - Setup Intershop Order Management 2.2
- Reference - IOM Database Documentation
1.3 Processes for E-mail Events
The sending of an e-mail can be attached to a business process (event). The following list is showing all processes where the sending of a customer e-mail can be useful.
| Process | Description of E-mail Event | Type of E-mail | Transmission Type |
|---|---|---|---|
| CheckOrderQueue | Send e-mail if order received. | Order confirmation | SEND_CUSTOMER_MAIL_ORDER |
| PrepareOrderResponseQueue | Send e-mail if order is approved. | Order confirmation | SEND_CUSTOMER_MAIL_ORDER |
| OrderTransmissionedQueue | Send e-mail if order is successfully exported for suppliers. | Order commissioned confirmation | SEND_CUSTOMER_MAIL_ORDER_COMMISSIONED |
| CloseDispatchQueue | Send e-mail for delivery confirmation. | Delivery confirmation | SEND_CUSTOMER_MAIL_DISPATCH |
| Send e-mail including download links for non-physical items. | A not physical item can be downloaded | SEND_CUSTOMER_MAIL_DISPATCH_IMMATERIAL | |
| Send e-mail as delivery confirmation including an attached invoice. | Delivery confirmation including attached invoice | SEND_CUSTOMER_MAIL_DISPATCH_INVOICE | |
| CloseReturnQueue | Send e-mail as cancellation confirmation. | Cancellation | SEND_CUSTOMER_MAIL_RETURN_CAN |
| Send e-mail as recall confirmation. | Recall mail | SEND_CUSTOMER_MAIL_RETURN_RCL | |
| Send e-mail in case of inversion, i.e. wrong shipping address. | Inversion mail | SEND_CUSTOMER_MAIL_RETURN_INV | |
| Send e-mail on general return. | Return to sender | SEND_CUSTOMER_MAIL_RETURN_RET | |
| Send e-mail in case of defects. | Return of defect items | SEND_CUSTOMER_MAIL_RETURN_DEF | |
| Send e-mail as cancellation on customer demand. | Cancellation on customer demand | SEND_CUSTOMER_MAIL_RETURN_RCL010 | |
| Send e-mail as cancellation due to end of life (EOL). | Cancellation due to end of life (EOL) | SEND_CUSTOMER_MAIL_RETURN_RCL020 | |
| Send e-mail as cancellation due to missing stock. | Cancellation due to missing stock | SEND_CUSTOMER_MAIL_RETURN_RCL021 | |
| Send e-mail if payment not received. | Payment not received | SEND_CUSTOMER_MAIL_RETURN_RCL045 | |
| Send e-mail as cancellation due to suspicion of defraud. | Cancellation due to suspicion of defraud | SEND_CUSTOMER_MAIL_RETURN_RCL980 | |
| Send e-mail if return including an attached credit note. | Return mail including an attached credit note | SEND_CUSTOMER_MAIL_RETURN_CREDITNOTE | |
| Send e-mail if return in case of cancelation. | SEND_CUSTOMER_MAIL_RETURN_CAN_CREDITNOTE | ||
| Send e-mail if return in case of recall. | SEND_CUSTOMER_MAIL_RETURN_RCL_CREDITNOTE | ||
| Send e-mail if return in case of inverse. | SEND_CUSTOMER_MAIL_RETURN_INV_CREDITNOTE | ||
| Send e-mail if return in case of return. | SEND_CUSTOMER_MAIL_RETURN_RET_CREDITNOTE | ||
| Send e-mail if return in case of defect. | SEND_CUSTOMER_MAIL_RETURN_DEF_CREDITNOTE | ||
| Send e-mail if return in case of cancelation by customer request. | SEND_CUSTOMER_MAIL_RETURN_RCL010_CREDITNOTE | ||
| Send e-mail if return in case of cancelation by shop because of EOL. | SEND_CUSTOMER_MAIL_RETURN_RCL020_CREDITNOTE | ||
| Send e-mail if return in case of missing payment. | SEND_CUSTOMER_MAIL_RETURN_RCL045_CREDITNOTE | ||
| Send e-mail if return in case of cancelation due to suspected fraud. | SEND_CUSTOMER_MAIL_RETURN_RCL980_CREDITNOTE | ||
| Send e-mail if return in case of cancelation due to missing inventory. | SEND_CUSTOMER_MAIL_RETURN_RCL021_CREDITNOTE | ||
| Send e-mail if return was rejected. | Return rejected | SEND_CUSTOMER_MAIL_RETURN_REJECTED | |
| Send e-mail if refund for return was done. | Return refunded | SEND_CUSTOMER_MAIL_RETURN_REFUNDED | |
| CloseInvoicingQueue | Send e-mail including an invoice. | Invoice | SEND_CUSTOMER_MAIL_INVOICE |
| Send e-mail including a credit note. | Credit note | SEND_CUSTOMER_MAIL_CREDITNOTE | |
| - | Send e-mail as a payment reminder. Note Cronjob This kind of e-mail is triggered by a quartz-job after a time interval configured at ShopDO.amountDaysForPaymentReminderMailOfPrepaidOrders. | Payment reminder | SEND_CUSTOMER_MAIL_PAYMENT_REMINDER |
1.4 Default E-Mail Templates
The following table lists all initial templates. For each e-mail a template for subject and a template for the message content is required.
| Exemplary Business Event | Used Template | |
|---|---|---|
| Subject | Message Content | |
| A credit note was created. | creditNoteSubject.vm | creditNoteMessage.vm |
| An order has been shipped. | dispatchSubject.vm | dispatchMessage.vm |
| A download for a non-physical item is available. | immaterialDispatchSubject.vm | immaterialDispatchMessage.vm |
| The invoice for an order was created. | invoiceSubject.vm | invoiceMessage.vm |
| An order has been received initially. | orderSubject.vm | orderMessage.vm |
| Reminder of an open payment. | paymentReminderSubject.vm | paymentReminderMessage.vm |
| Confirmation of an order after a successfull assignment of a supplier. | responseSubject.vm | responseMessage.vm |
| An order was canceled by the customer because. | returnSubject_can_rcl.vm | returnMessage_can_rcl.vm |
| An order was canceled by the shop because items are not deliverable. | returnSubject_rcl020mail.vm | returnMessage_rcl020mail.vm |
| A return from the customer has been received. | returnSubject_ret_def_inv.vm | returnMessage_ret_def_inv.vm |
1.5 Custom Templates
Also see Guide - Setup Intershop Order Management 2.2 for $OMS_HOME.
1.6 Generally Available Template Data
1.6.1 Class Diagram
To print information into the templates a predefined object UserMailLO is available. UserMailLO offers a large set of information depending on the type of e-mail that should be send, e.g., invoice information in case of an invoice mail or dispatch information in case of a dispatch e-mail. The following table represents the mapping of data which can be accessed from UserMailLO within the template depending on an exemplary business event/ used object class. Comparing to the listed templates above note that some objects of following table can be used multiple times - in more than one template.
| Exemplary Business Event | Java Class |
|---|---|
| An order was received. | ShopUserMailOrderLO |
| An invoice was created after receiving an order or after a dispatch was processed. | ShopUserMailInvoicingLO |
| A response to fulfill an order from the supplier was received. | ShopUserMailResponseLO |
| A dispatch has been processed. | ShopUserMailDispatchLO |
| A return of items was noted, i.e., by a supplier or warehouse. | ShopUserMailReturnLO |
1.6.2 Java Classes
Please inspect the attached JavaDoc for all data that can be used - IOM Customer E-mails - Template Data 2.2
1.7 Configuration Parameters
1.7.1 ProcessDefDO
ProcessDefDO defines a set of business processes that are available within the IOM by default. As described in Concept - IOM Customer E-mails 2.2 the business processes can be customized which by using the listed processes as an extension point. Also see Cookbook - IOM Customer E-Mails 2.2.
Please inspect IOM Customer E-mails - Further 2.2 for more details.
1.7.2 ObjectTypeDefDO
ObjectTypeDefDO contains a list of type of business objects that are available in the IOM. Please inspect IOM Customer E-mails - Further 2.2 for more details.
1.7.3 Decision Beans
A decision bean is a filter that reflects whether an action should be processes or not. The major parameter is a business object like an order, a dispatch or a return. The methods of the bean can check simple facts like existing e-mail addresses but also complex facts. A default decision bean - SendEmailDeciderBean - is available. For implementing a custom decision bean please see Cookbook - IOM Customer E-Mails 2.2.
1.7.4 TransmissionTypeDefDO, MessageTypeDefDO and RoleDefDO
TransmissionTypeDefDO contains a list of type of transmission objects that are available in the IOM. TransmissionTypeDefDO represents the requests and content for an external communication and partially a subset of configuration. The message types reflecting the transmission within the order log. RoleDefDO contains a list of different message receivers which are predefined for each type of TransmissionTypeDefDO. All transmission types prefixed with SEND_CUSTOMER_MAIL_ of TransmissionTypeDefDO can be used.
Please inspect IOM Customer E-mails - Further 2.2 for more details.
1.7.5 Execution Bean Keys
Also see Database Relations of Concept - IOM Customer E-mails 2.2 to figure out the relations.
The following keys are available - some of them are mandatory:
| Key (ExecutionBeanKeyDefDO.parameterKey) | ID of Key | Description | Required | Exemplary Value (ExecutionBeanValueDO.parameterValue) | Execution Bean | ||
|---|---|---|---|---|---|---|---|
| shopEmailAddress | 1200 | Address of the related shop that shoul be used in the e-mail. | true | info@myShop.com | shopCustomerMailSenderBean | ||
| shopEmailSenderName | 1201 | Name of the related shop that should be used in the e-mail. | false | My Shop | |||
| bccEmailAddress | 1202 | Blind copy address. | false | ||||
| defaultReceiverAddress | 1203 | Default reciever of the e-mail if not given. | false | ||||
| subjectTemplate | 1204 | Template to be used for the e-mail subject. | true | orderSubject.vm | |||
| messageTemplate | 1205 | Template to be used for the e-mail body. | true | orderMessage.vm | |||
| mimeType | 1206 | Mime type of the e-mail. | false | text/html | |||
| attachmentFilename | 1207 | Name of an attached file. | false | yourOrder_01234.pdf | |||
1.8 Database Relations
The following diagram is an excerpt of database entities which shows the relations of the configurations which are used to enable the sending of e-mails. See Configuration of E-mail Sending for more details about configuration. Also see Reference - IOM Database Documentation.
Disclaimer
The information provided in the Knowledge Base may not be applicable to all systems and situations. Intershop Communications will not be liable to any party for any direct or indirect damages resulting from the use of the Customer Support section of the Intershop Corporate Web site, including, without limitation, any lost profits, business interruption, loss of programs or other data on your information handling system.