Auto Response Email, Case creation and assignment

📦 Install & Upgrade Help
1

Hello All,

I am currently using the suitecrm-7.1.5-services for a class project but I cant seem to fix the issues below:

  1. Set the auto response for inbound emails
  2. Automatic case creation
  3. Case assignment by round robin or least busy

Can someone please help?

Thank you

2

Hi,

You’ll want to create a new inbound email account (inbound email can be found in the admin settings). Here there is options for “Create Case from Email” and for auto replies.

In the admin section there is also an AOP admin section which allows setting things like round robin and least busy.

Thanks,
Jim

1 Like
3

Thank you but I have done that and still it does not work.

:frowning: :frowning: I really don,t know what am missing out

4

Can you be more specific? Are the emails pulled in at all? What happens if you use the “Test Settings” button in Inbound email?

Thanks,
Jim

5

Thanks. The emails pull in.I can send emails and also receive emails.

The challenge i have is, when a user sends an email,

  1. the user does not get an auto response
  2. The email is not automatically converted into a case.
  3. The case is not automatically assigned to a user.

Thank you
Iri

6

To confirm, the user is sending an email from outside SuiteCRM to the email address setup as the Inbound Email?

If you log into this address are these emails marked as read? If not then the email settings may be incorrect.

If they are read then either someone/something else marked them as read and SuiteCRM didn’t pick them up or SuiteCRM read them but then failed to create a case.

Thanks,
Jim

1 Like
7

Thanks a lot.

Yes, the user sends the email outside of suitecrm say my mobile phone. It is not marked as read until I go to read it on suitecrm…

Please can you help with a step-by-step way to achieve:

  1. Automatic case creation and email response to the customer.
  2. Case assignment to a suitecrm user by round robin or least busy

Thanks again

8

What happens if you test the email settings in the inbound email setup page?

Thanks,
Jim

9

I get the message: Connection completed successfully.

Thanks
Iria

10

Do you have the scheduler set up and enabled? If so is there any entries in the job log for the "Check Inbound Mailboxes " job?

Thanks,
Jim

11

Yes, it is enable but there is nothing in the job log

12

Strange. Are you on windows or linux? If windows is there anything in the scheduler log (not sure where this is on windows). If linux what does your crontab look like?

13

I’m encountering a similar issue:
the mail is received,
the case is created
but the case is always assigned to the same user, no matter if I select “Least-busy” “specific user” or “Default AOP”

What can I do?

Thanks,
Carlo

14

I’m facing the same issue with the latest build:

Version 7.10.11
Sugar Version 6.5.25 (Build 344)

  • Inbound Email connection is established.
  • Able to receive emails in the CRM.
  • Emails are not read automatically.
  • Cases are not created automatically.

I have installed the CRM in a XAMPP server.
Created Windows Task Scheduler to run the cron job file.
All Schedulers are Active.
No Job Logs present in the Scheduler window.

Please help!