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Creating a notification workflow for cases in Sugar BPM

Maike Mak

Good afternoon,

I have a question regarding the creation of Workflows in Sugar BPM (We don't have Sugar Serve). I also asked Sugar Support about this but they redirected me to the Sugar Club as Sugar BPM workflows are out of the scope of their support. 
I think I almost configured the entire workflow. However it is not yet working the way I want it to. I would like to configure a Workflow in which an assigned user gets a notification when an (external) client sends an e-mail as a reply  to a case. 
In Process E-mail template I configured the following:
The target module (I thought) is E-mails as I want the notifications when a client replies, to be sent to the assigned user on a case (see screenshot below):
After that I configured the Process definition in Sugar BPM. For this I did the following:
I chose the e-mail direction to be incoming and to only be applicable to updated records (as I only  want the e-mail to be sent out when a client replies to an e-mail.)

After that I configured the e-mail direction to be an outgoing e-mail (as the Sugar user needs to be notified). And I configured the following:
I chose the e-mail template that I configured in the process e-mail template and I want the e-mail to be sent from the e-mail system. 
In the To: field I applied the following setting: User is assigned to cases related to e-mails. Because I want the e-mail to be sent to the assigned user to a case. 
After the e-mail has been sent out to the assignee, the workflow ends.
I think I almost created the workflow, but it seems that it needs some fine-tuning. 
Thank you very much for your answer!
Best regards,
Maike 

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  • 0

    Hi ,

    this is how it works on my system:

    1. the target module is emails

    2. the start event runs on "new records only" and the criteria is Email Status is not "draft"

    3. a wait event follows with a duration of 1 minute to let other workflows change teams or whatever on the email (important as several after save automatisations are running on case email import and are affecting criterias below)

    4. an exclusive gateway follows checking for "Email created by is not the assigned user" AND "Case ID is not NULL"

    5. if the criteria match, send your email to the assigned to of the case via message event, elsewise quit the process

    Done :-)

    Bests

    Björn Canales Pfisterer

    Technical Support Manager

    provalida GmbH

    --

    https://www.provalida.de

    support ( at ) provalida.de

  • 0 in reply to Björn Canales Pfisterer

    Goodmorning, thank you so much for the help! I applied the rules, but it doesn't seem to work yet in our Sugar, so I am guessing I am missing one part.

    This is how I created it now:

    For the first step I added as you described (I added e-mail reply status is not draft) because I couldn't choose the e-mail status as a draft itself from our options in Sugar:

    I added the exclusive gateway and applied the rules:

    I think "All Cases" is equal to tickets as our Cases module is currently being used to handle "tickets" from clients. 

    And for the message event I added this:

    The user is assigned to the case related to e-mails. Because I want the e-mail to be sent to the person who is assigned to the cases. I thought this is correct.

    I am still quite new to this so I'm sorry for the many questions.

    Thank you again for the help!

    Best regards,

    Maike  

  • 0 in reply to Maike Mak

    Hi ,

    my BPM has been created in previsous versions but I was able to copy one that kept the preferences. You can try to import it into your system. This one only uses standard fields so I hope it will work.

    The message Event is not configured so you need to edit the email template and recipients

    New_Mail_on_Case_Notify_temp.zip

    Bests

    Björn

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