It is possible to add mail automation upon creating a Case in SugarCRM?

Hi Clinton Canarias,

If you want to handle email notification to a set of Sugar users, you are best off creating a SugarBPM definition where you can also define custom email templates to use for the notifications in that definition. 

One alternative I recommend considering is to reduce email clutter and context switching with system notifications like this. If your target users work regularly in Sugar, our plug-in, Upsert Notifications, delivers in-app notifications (notification bubble and, if desired, pop-ups for more urgent issues) via SugarBPM. It's a great solution for keeping users focused in the CRM and delivering timely alerts to support customer satisfaction. 

Chris

Hi Chris Raffle,

I appreciate your response, but as of now I'm just planning to use the out-of-the-box feature of SugarCRM. Just want the users who sent a support email in our support email will receive an email notification informing them that a case has been automatically created and they can view the case activity at the Sugar portal..

But we will consider having paid plugins if the key feature we want is one of the limitations of the current SugarCRM.

Regards,

Clinton Canarias

Hi Clinton,

My understanding of your described challenge is definitely achievable. 

You mention a goal to "notify the users related to that ticket." If you are referring to notifying the assigned to user that the case has been created by any other means than them creating it, or it getting assigned to them after its creation, Sugar's stock assignment notification in every module does what you have described here.

If the users are related to the case by some means other than the assigned to, a SugarBPM process definition or a classic Workflow can be designed to target other users.

Regards,
Patrick McQueen
Director, SugarCRM Support

Hi Patrick McQueen,

The thing that I want to achieve is that when a customer sends an email to support, SugarCRM will automatically send an email to the customer informing them that a ticket/case has been created for their concern.

Addtional what is the use of this New Case Auto-Reply Template in Inbound Email?

Regards,

Clinton Canarias

Hi Clinton,

I interpreted your use of 'users' as internal users to Sugar. Knowing that you want notifications to go to external contacts is helpful and our plugin would not be necessary for that use case. All of the scenarios you outlined are achievable using SugarBPM and that is the path I recommend rather than using something like the 'new case auto-reply template'. The reason being is that you have at least 3 different channels from which a case can be created (internal, portal, or email), and you want the new case notification to have a consistent design for your customers (i.e. they shouldn't care how the case was created and the information in the email should be the same no matter how it was created).

Are there any scenarios where you don't want a contact to receive an alert when a case is created? If there are, that should help guide you on how the SugarBPM start event or subsequent gateway(s) need to be configured to exclude those scenarios. 

I advise using a 1-minute wait event immediately after your start event in the BPM definition. The reason for this is to ensure relationships with the account and contact are established before you proceed to send any notifications to a related entity (or a notification containing data from a related entity). 

If you're having trouble configuring the BPM definition, please share the design for more feedback.

Chris

The New Case Auto-Reply does exactly what you want, it sends an email to the customer when the case is created via Email:

https://support.sugarcrm.com/Knowledge_Base/Email/Automatically_Creating_Cases_From_Inbound_Emails/#Preconditions

I am not sure if it also sends email if a case is created from the portal. I do believe it does NOT do so when a case is created manually within the application. For that we use a logic-hook, but a BPM would probably be a better option. 

FrancescaS

Hi  Francesca Shiekh,

But it wasn`t working. I tested the configuration "New Case Auto-Reply Template" and it will only create automatically a ticket but no email notification to the customer, only to the person assigned to the ticket.

I also tried creating a ticket from the portal (which, for me, is ok without email notification since the customer who is the one who created it) and manually creating a case in SugarCRM. All of those had no email notification to the customer informing them that the ticket was created or closed.

Regards

Clinton

Hello Chris Raffle,

Right now, I am currently studying BPM. But I'm still waiting for responses from other users; perhaps this is an out-of-the-box feature like SuiteCRM.

Regards,

Clinton Canarias

Hi Clinton Canarias,

SugarBPM is an out-of-the-box feature as long as you are using Sugar Enterprise or Sugar Sell. If you want an email to be sent to contacts when a case is created, regardless of which channel the case is created through, SugarBPM is the feature you should leverage to achieve that outcome.

Chris

The out of the box feature works when you create a case via email.

There is no notification when you create it via the Case Create View. For that, and probably for the Cases created from the Portal, you will need to use the BPM solution suggested by Chris Raffle