Archive same email to many cases but email gone from old to new (outlook plug-in)

Hi,

I have some situation that user want to archive same email with attachments to 2 cases via outlook plugin but when I archive email to create a new case, Email will gone form old case then appear to new case. So I check in a relationship between email and old case it has been deleted, seems like same email not allow to create more than one case.

Is it normal situation or not ?

Moreover user said that its working before, after we change email server to Office365 seem to have a problem.

Is it possible to archived same email to create 2 cases ?

Do you have any suggestion for me ?

Sugar 7.9.1.0

Outlook plugin ver. 2.4.2 Build 17.10.23.44

Thanks,

0 Prashant Patel over 6 years ago

Hello Autchara Chaiprom,
Upto my knowledge case email archive is based on case macro. So I don't believe that you can create 2 cases from same email unless you do it manually or with some development.
Here is some of the link that will help you to know more about how the email archiving and case module relates and functioning.
http://support.sugarcrm.com/Documentation/Sugar_Versions/7.8/Pro/Application_Guide/Cases/#Emails_and_Cases

http://support.sugarcrm.com/Knowledge_Base/Email/Introduction_to_Sugar_Email_Archiving/#Cases

Rest I think Patrick McQueen can answer you in detail.

Thanks
Prashant
Cancel
Vote Up 0 Vote Down

Sign in to reply

Verify Answer

Cancel
0 Haiyin Qiu over 6 years ago

If you mean only archiving the same email to different cases, it might be the bug #80213'Unable to archive email to multiple modules'
Cancel
Vote Up 0 Vote Down

Sign in to reply

Verify Answer

Cancel