Cannot choose a Contact related to the Case in the workflow

💬 General Discussion
1

Hello,

I’m trying to send an email to the Contact related to the Case when a Case is created, but in the workflow for the module Cases I cannot pick a related Contact, only related Account and User.

I have tried adding new Case -> Contact relationships but the option is still missing.

Can someone help me resolve this?

Thanks.

2

Hi there,

You can do this by navigating to Admin -> AOP Settings and setting the email template that will be sent on creation of the case.

Thanks,

Will.

3

Hi Will,

Thanks for your response. I also need to send an email to the related contact on changes to the case, informing him about the case status, resolution text etc. Can this be done?

4

Hi Caslav,

SuiteCRM will do this as standard. There are email templates for all statuses in Admin -> AOP Settings:

Case Created Email Template: Straightforward, select case creation template here.
Case Closed Email Template: Straightforward, select case closed template here.
Contact Email Template: Select the case update template here.
User Email Template: Select the user case update template here(user assigned to case).

Thanks,

Will.