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Case Number Not Available in New Case Auto-Reply Template – How to Fix?

Fei Ning

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!

Parents
  • +1

    Hi  ,

    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

    Co-Founder | SugarCRM's 2024 Global Outfitters Partner of the Year

  • 0 in reply to Chris Raffle

    Hi  ,

    let me describe the problem in more detail (steps to reproduce):

    • customer sends email
    • case is created
    • customer receives auto reply which includes case number
    • sales rep replies
    • customer gets answer
    • customer sends another email which includes the case number in the subject
    • customer gets auto-reply
    • auto reply does not contain the case number

    Looks like a bug to me?!

    BR

    Alex

  • 0 in reply to Alexander Fechner

    Resolved...thx for pointing this out  

    I was using the same Sales Inbox - Case Auto Reply Template as "Auto-Reply Template". Removed...solved...

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