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 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,

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