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How to stop Inbound mails creating a case for Email Delivery Failure Notifications?

Vijay Nagarajan

Hi,

I have a gmail mailbox setup as Inbound Group Mailbox in Sugar , its setup to create Cases automatically. I have a problem of cases being created for bounced back emails such as the Email Delivery Failure notification emails, which we don't want to, does anyone have any suggestions/ answers based on a similar experience? Please let me know.

Note: The SMTP used for outgoing emails from sugar uses Amazon SES(Simple Email Service) 

Regards,
Vijay

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    Hi Vijay

    There are options either to adjust the OOTB behavior or just delete undesired case records created by setting deleted=1
    If you consider the second option, you may do both - describe the logic of the identification of "undesired" case and set the Case.Deleted=1 with Logic Builder for Sugar

    Btw, you may use OOTB Sugar SNIP service - just forward all the inbound emails to the SNIP mailbox and to create leads records instead of cases whenever those emails are archived with SNIP
    I suppose Leads might have better served to Sell purposes than Case module, originally designed for Support (Cases are available in Sugar Serve)

    All the Best,
    Dmytro

    Best Regards,
    Dmytro Chupylka

    integroscrm.com
    We make work in Sugar CRM system faster, more convenient and efficient

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  • 0

    Hi Vijay

    There are options either to adjust the OOTB behavior or just delete undesired case records created by setting deleted=1
    If you consider the second option, you may do both - describe the logic of the identification of "undesired" case and set the Case.Deleted=1 with Logic Builder for Sugar

    Btw, you may use OOTB Sugar SNIP service - just forward all the inbound emails to the SNIP mailbox and to create leads records instead of cases whenever those emails are archived with SNIP
    I suppose Leads might have better served to Sell purposes than Case module, originally designed for Support (Cases are available in Sugar Serve)

    All the Best,
    Dmytro

    Best Regards,
    Dmytro Chupylka

    integroscrm.com
    We make work in Sugar CRM system faster, more convenient and efficient

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