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,

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

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

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

Hi Chris Raffle,

That's what I am doing right now. I am exploring the SugarBPM; currently, I am using SugarCRM Enterprise v12.0.2, but I am a little bit confused on my conditional option in SugarCRM Enterprise because the "changes" option is not available.

SugarCRM Enterprise v12.0.2

Sell Premier/Sugar Serve v12.3.0

As you can see in the screenshot above, the changes option is not available on my SugarCRM Enterprise, so does that mean the BPM will not trigger if there are changes to the specific field?

Regards,

Clinton Canarias

Hi Clinton Canarias,

The options in the start event triggers depend on how the start event is configured. If you have the start event set to trigger on either 'first update' or 'all updates' then you should have the option to select the 'change' triggers for a field. 

For your use case of sending out notifications to a contact when a new case is created, is there a reason you are looking to capture a change event as part of the start event criteria? 

Chris

Hi Chris Raffle,

I am also planning to send an email notification to the customer for every case status update, so that they can easily track the status of their cases.

Regards,

Clinton Canarias

I see, thanks for clarifying. I recommend either having separate process definitions (case created vs case status update since the email sent for each scenario may be different) or separate start events in the process definition (one for new records only and the other for all updates).

Chris