Related Process Definition triggered Emails to the record

Hoping to be pointed in the right direction...

Sugar Enterprise v10.3

We now send out a lot of auto emails [process email templates] triggered from many different process definitions.

What is the best practice method to get these emails linked to the record to which they should be related.

Example:

 - We ship a repair back out to the customer, that process definition triggers an email and lets them know its on the way and provides the tracking email...  

Q - How can I relate that auto email to the case?  

Another PDef on the email module? (using Direction > outbound?)
Or BCC an email to an address that gets it back into sugar?

Thanks in advance... just after some pointers to get me started.

Parents
  • Meant to be:  How to relate Process Definition triggered emails to the record.

  • BCC to the SNIP-service mailbox?
    Speaking technically it doesn't create a relation, but an archived email should appear on the subpanel

    Best Regards,
    Dmytro Chupylka

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

  • Hi ,

    Thanks for the reply.   I recall that SNIP cannot use BCC?  All these auto emails we state as Do Not Reply, so I would prefer to BCC.   I wondered if I could just create the relationship in BPM process def...  but not so.

    As you were replying I was looking at using case macro option, and inbound email.   ref documentation here.    

    I will look again at SNIP though too.  

    It was way back in the day that we looked at the emails with our original integrator as they said we couldn't do cases via API from our website, so we setup email to case... then we found api was fine, so ditched email to case!  It was rapid ill prepared for implementation!!   So now we are further down the road I am looking at again at this stuff on the side...   Thanks again..  Luke. 

  • I regularly BCC emails to Snip to get them archived in Sugar in the customers context - that should work for any sender and any message.

    However, that might not be enouph if you like to get email related nor only to the Contact/lead/account, but to the Case having some criterion for identification to with case the email should belong - in body or subject

    But there is also a solution - on email archived with SNIP the logic hook fires e.g. After_save for the email record, which makes  possible to configure any logic for processing

    Therefore, having some criterion for identification to which case the email message should belong - in body or in subject -  it is possible to relate email archived to the Case. 

    Is that you like to achieve? 

    We used this approach to get website visits into Sugar with Active Campaign notification emails  - notifications are sent to SNIP, that triggers after_save for notification email - on its archival to Sugar, we took the lead name from the notification email body  and make a record about website visit on the TimeLine for that Lead name. 

    Best Regards,
    Dmytro Chupylka

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

Reply
  • I regularly BCC emails to Snip to get them archived in Sugar in the customers context - that should work for any sender and any message.

    However, that might not be enouph if you like to get email related nor only to the Contact/lead/account, but to the Case having some criterion for identification to with case the email should belong - in body or subject

    But there is also a solution - on email archived with SNIP the logic hook fires e.g. After_save for the email record, which makes  possible to configure any logic for processing

    Therefore, having some criterion for identification to which case the email message should belong - in body or in subject -  it is possible to relate email archived to the Case. 

    Is that you like to achieve? 

    We used this approach to get website visits into Sugar with Active Campaign notification emails  - notifications are sent to SNIP, that triggers after_save for notification email - on its archival to Sugar, we took the lead name from the notification email body  and make a record about website visit on the TimeLine for that Lead name. 

    Best Regards,
    Dmytro Chupylka

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

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