Case is not updated when a reply is received

English Language - Forum Advanced OpenSales, Workflow, Portal support
1

Hi,
I have set up the portal and have linked it with SuiteCRM. Case creation and other stuff is working fine. But when I update the case via email above the message “Please reply above this line”, it somehow is not importing the content directly into the case update section of the Case. I checked the Macro and it seems to be fine to me. For your reference, the macro is set as [CASE:%1] .
Any help would be appreciated.

Thanks

2

Ok, I have not configured the group mail accounts which I now configured and the emails are fetched in the History of related Case so that part seems to be working fine. But, the content is not yet updated in Case Thread. Are there any other configurations that I need to check ?

3

After much tweaking I am now finally at the same point with the same issue as this. Replies are not added to the case thread. The case creates ok from email and it recognises there has been a response by email, but the thread entry is empty. Any suggestions welcome.

Thank you.

4

For others reading, I solved my problem and now email replies from contacts update the case and thread. The problem was, I needed to DISABLE the scheduler for checking inbound emails - leaving only the schedule with AOP checking inbound email. Not sure why, but that fixed it.