We are archiving some emails automatically via the outlook plugin and archiving manually some other emails via the email form in SugarCRM. The problem I see is that some emails have a “reply to” when they are displayed the history panel while some other emails they don’t provide this button.
I can’t figure out the reason for this, I think the emails that don’t have the reply to button are only the ones archive via Outlook. I am running some tests to confirm this.
Has anyone seen this behaviour? Is this the expected behaviour?
Thanks!
Further information on this:
It only happens to archived emails (from the plugin, I am going to test manual archiving from the sugar’s email UI.
From the screenshot above the only emails I can reply to are the ones classified as “Sent”, those with “Archived” tag would only let me “Edit/Delete”…
See below the buttons for a “Sent” email from the history panel:
See below the buttons for an “Archived” email from the history panel:
Any has an idea if this is a expected feature or a bug?
It seems a bug to me, why would you “Edit/Delete” something you have already archive. In other terms, it would be very handy the ability to reply or forward to any archived email, am I too optimistic???
Thanks!!!
I was told in the masterclass for suitecrm that someone was looking at this issue. Can we have an update please?
Ok, so here is my own answer just in case it helps someone else, also maybe one of the experts here can confirm what I found out.
So our problem is that we have a inbound email account for support and another one for sales. Everybody in their respective team (sales & support) have actually configured their email client to use these accounts. And in SuiteCRM everybody that has access to these accounts have setup these email accounts as personal accounts.
The problem as I have discovered in that personal and group email accounts in SuiteCRM work differently. For this particular case we should have used a group email account and provide access to this group email account to each member of the team.
Personal emails are always archived and group emails are automatically imported. The difference is what I describe in this post, archive emails are almost useless, just a reference that you can’t interact with (no forward or replies), where group emails that are automatically imported are related to other records automatically and users can interact with via the history or activities panel (replies, forwards).
We are in the process of removing all personal accounts with those emails and including them as group inbound email inboxes.
Comments, feedback?
Thanks!