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

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

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

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

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

Hi Francesca Shiekh,

It is still the same; it doesn`t work even the cases was created via email.

Regards

Do you have your Outbound Email configured?

support.sugarcrm.com/.../

Hi Francesca Shiekh,

Yes, I always do email outbound configuration first before anything else.

Regards

Clinton Canarias

Then I'm all out of ideas... I would suggest talking to support to see if they can help diagnose the issue.

Sorry.

Hi Francesca Shiekh,

Its ok.  I still appreciate your help. Thank you!

Regards,

Clinton Canarias