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Filter for unassigned Cases

Kristjan Geir Mathiesen

Hi good people!

I´m setting up another inbound email handler that will create sales related Cases.

I need to be able to identify those sales related Cases from other brake-fix Cases so I can make a filter for those employee´s attending only to those sales related Cases.

I was going to filter on the unassigned until I remembered that we only have two options there:

I don´t seem to be able to set any fields in the inbound email handlers :/  Any ideas how I could solve this use case?

Thanks in advance,

KGM

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    Hi Kristjan Geir Mathiesen,

    this might also interest Zac Sprackett as he answeared to this thread some days ago: "Unexpected values found in emails" when upgrading to 8.0 

    FYI: Kristján and I discussed this topic separately in Skype and I'm aware the original quetion is about unassigned cases but the issue we have on this is the same.

    --

    In my experience, setting up several queues based on multiple imports from "role based" email inboxes might be tricky and as far as I know can't be done by out of the box abilities.

    Let's say we have an international support team with own local email adresses and also a sales department per subsidary. Here we need to set up multiple inbound email records.

    The issues we are facing here is the team assignment. If we set up a team per job, the case AND attached email got only those teams set, which means everyone who is not be supposed to be in the assignment group will never see the case or its attached email.

    Due to advanced workflows criteria does not have access to teams of a current record or the email module, we can't create workarounds with adv. workflows.

    For now the only solution is a logic hook which for sure does the trick but is not a good solution for me as a CRM consultant. 

    I would like to see at least the following enhancements which can be build in easily I think:

    1. Adding the possibility on "Inbound email" to add a distribution team additionaly to the a teamset for visibility

    2. Adding the possibility on "Inbound email" to set a value to the standard "source" dropdown list for flagging the source the case comes from. Not a beautifuly solution but it will work.

    3. *Bling bling* solution: have access to all fields incl. custom fields to set on automatic case creation per "inbound email" configuration.

    This might be a quick win and would solve alot until a new cases solution will be released in later versions.

    Bests

    Björn Canales Pfisterer

    Technical Support Manager

    provalida GmbH

  • 0 in reply to Björn Canales Pfisterer

    Thanks Björn Canales Pfisterer for this.

    Yes, it would be awesome to be able to tag the Cases in the Inbound Email config - even if it was just a Tag. That would make it possible to identify which Cases came from which Inbound Email handler. Definitely an enhancement request Or allow the advanced workflow to use Teams on the record for criteria

    Thanks,

    KGM

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