inbound emails: differentiate multiple cases

đź’¬ General Discussion
1

Hi,

I’ve have multiple incoming email addresses that create cases from emails:

In my sugar pro, I have a drop-down that lets me select which team
does the incoming email gets assigned to.
emails+cases: support@company.com -> assign to team “support”
emails+cases: sales@company.com -> assign to team “sales”

How am I supposed to differentiate my incoming cases in SuiteCRM?

I don’t see a drop-down to select a securitgroup which is what I expected?

Thanks,

2

I am interested in this as well.

Are we just talking to each other here, or do the developers monitor the forums too? This question is over a week old with no answer when I found it.

If we have to make this mod ourselves, is the “team” concept from sugar pro the same as a security group in SuiteCRM?

3

This is now working. There was a bug in my instance that the emails were distributed “round-robin” with no security group associated. With the latest code that i received, I can now select which security group is assigned to the incoming mail.

So since our team likes to pick up cases instead of having cases forced upon them, I have four groups:

  • support full team
  • support empty team (which contains only one fake user)
  • sales full team
  • sales empty team (which contains on fake user).

Emails sent to sales are assigned to the fake sales user, a workflow adds the full sales team, and sends email to the sales full team so that the first volunteer from the sales team can take ownership of the case.

Similar for support.

4

Thanks GED,

I will definitely copy your process when I can get this to work.

Where did you get the “latest code that you received”?

I am using the following version of SuiteCRM (upgraded from 7.0.1)
Version 7.0.2
Sugar Version 6.5.16 (Build 1082)

and even though I have created a security group and a role and added a user to both, when I try to create an inbound email handler (module=InboundEmail&action=EditView&return_module=InboundEmail&return_action=DetailView) and check the Create Case from Email, the only GUI control displayed is the dropdown to select Least-Busy or Round-Robin. Changing the value does not show the “Assign To” GUI control that I am expecting.

The site is in developer mode to avoid caching as well.

Any thoughts?

5

Hi, did you ever solve this?

I’m also interested in this topic.

6

Answered this myself here.