Tracking email communication happening over email clients through BPEL

I have got a customer query on BPEL. Appreciate your help on this. Is Oracle BPEL is the right place to handle back-and-forth email communication as part of a process to get clarifications?
Here is our scenario: While auditing a travel expense claim, if the auditor(BPE agent) needs any clarifications from the employee(traveler), he will email a discrepancy note via email to the employee. The employee will respond within 7 days. It the response is satisfactory, the claim is passed. Otherwise the email communication will happen back and forth between the auditor and employee till resolution.
It is not enough to just send an email notification asking the traveler to login to a portal to provide the necessary clarifications. Customer is constrained with email being the ONLY communication channel between the BPO agent and the traveler.
Customer finding it difficult to model this using BPEL. Basically, they need to keep the email interactions as part of the process so they there is an audit trail, they have metrics about number of emails required for resolution, time spent on email activities etc. But from a user interface perspective, the ideal interface should be that of an email client, where rich text mails can be created, attachments added and sent out. Likewise reviewing responses are also best done using an email interface.
Your thoughts on this will be appreciated.

Maybe you can use the option of actionable emails for this.
In this case just dont use the worklist and do the only communication by using this option in the emails.
http://download.oracle.com/docs/cd/B31017_01/integrate.1013/b28981/workflow.htm#BABDADFI

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Message Edited by android on 13-Sep-2009 03:35 PM
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History
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I think there is some confusion here on what is to be considered
threading and what isn't. Since I may have been causing some of that
confusion by not being as exact as I could have been in my many rants
about the subject, allow me to attempt to clarify a bit.
First, lets start with a sequence of messages to define a topic (I am
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The first part is simple: just add a References header to all outgoing
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Every outgoing email should just set its MessageID to the ID property of
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This will not fix the issue for the email clients that use grouping. To
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"resp: " etc.). They will group based on what is in the subject after
the "Re: " so that will put all the replies together.
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IMP). If you use such a client and do a simple sort on the subject now
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sorting there will disappear.
The last and final step / option is to change the Jive email import
functionality not to depend on that code but instead to depend on the
References header that an email client will put in the reply. That is a
significant change on the Jive side (and if Jive is going to do that I
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Jochem
Jochem van Dieten
http://jochem.vandieten.net/

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application/xml
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FTQuest wrote:
@Jason
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After panelling groups of individuals for three seperate projects regarding various design perspectives in the RIAs we developed, it became quickly apparent that on numerous occasions users clicking a mailto link were unaware of what the resulting screen was actually for. Several had never set up the default mail client on their pc. Many thought that "Yahoo" was the only email service in the world... Now, with that said, the target demographic for those applcations may or may not be what his, yours, or anyone's project may be. The key there is going to be identifying your dedmographic and determining the tech prowness. Also, what exactly is the email's intended result? Refer a friend style? Might be better handled through a web form due to the possiblity of being able to properly track how many referrals were actually made. How many resulted in a visitor. Simply notifying admin that there is a problem on the site? Might be better to fire off a mailto.
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Tracking email communication happening over email clients through BPEL

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