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 Chris Raffle ,
let me describe the problem in more detail (steps to reproduce):
Looks like a bug to me?!
BR
Alex
Hi Alexander Fechner ,
The functionality you are citing (replying to an existing case generating an auto reply) is regarding the 'Auto-Reply Template' feature in a group mailbox whereas the initial reply when a case is created is governed by the 'New Case Auto-Reply Template' feature. The 'Auto-Reply Template' feature is intended for use with any group mailbox, so I don't believe it is intended to include a case macro.
If you want to send email confirmations to a customer when replying to an existing case, I recommend leveraging SugarBPM or custom logic hooks to handle that flow. Doing this allows you some better handling in general of how your team will process the email. Your alerts can be more contextual to describe what happens when a customer replies to a case that is in a new, in progress, or closed status.
Chris
Hi Alexander Fechner ,
The functionality you are citing (replying to an existing case generating an auto reply) is regarding the 'Auto-Reply Template' feature in a group mailbox whereas the initial reply when a case is created is governed by the 'New Case Auto-Reply Template' feature. The 'Auto-Reply Template' feature is intended for use with any group mailbox, so I don't believe it is intended to include a case macro.
If you want to send email confirmations to a customer when replying to an existing case, I recommend leveraging SugarBPM or custom logic hooks to handle that flow. Doing this allows you some better handling in general of how your team will process the email. Your alerts can be more contextual to describe what happens when a customer replies to a case that is in a new, in progress, or closed status.
Chris
