Hi Community,
I am configuring the Inbound Email Settings and setting up the New Case Auto-Reply Template. However, when I try to insert a variable, the case number is not available. This doesn’t make sense since a new case is being created, and we need to inform our customers about their case number.
Does anyone know how this works or how to include the case number in the auto-reply?
Thanks in advance!
Hi Fei Ning ,
There is no need to use a variable for the case number in the auto-reply template. The case macro is automatically prepended to the subject on a new case auto-reply. If you want more flexibility in what content you can put into the new case notification, I recommend using SugarBPM to send the email alert instead of the inbound email auto-reply configuration. With SugarBPM notifications, you will have the capability to put field data related to the case record in the template.
Chris
Hi Fei Ning ,
There is no need to use a variable for the case number in the auto-reply template. The case macro is automatically prepended to the subject on a new case auto-reply. If you want more flexibility in what content you can put into the new case notification, I recommend using SugarBPM to send the email alert instead of the inbound email auto-reply configuration. With SugarBPM notifications, you will have the capability to put field data related to the case record in the template.
Chris
Hi Chris Raffle ,
let me describe the problem in more detail (steps to reproduce):
Looks like a bug to me?!
BR
Alex
