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Best practices for new cases & Linking to contacts

Glenn Buchan

Hi!

For new cases in SugarServe should we use "Primary Contact" field or link to the contact in the contact subpanel? (or both?)

We've noticed for inbound email cases it normally adds the contact in the contacts subpanel. It does not populate primary contact. 

However, when linking a case to an inbound call it uses "Primary Contact" field and does not add the contact to the subpanel.

The problem with this setup is when someone calls we cannot see their email cases and when someone emails we cannot see their past cases?

- perhaps you or one of your team can comment on best practice workflow here?

Thanks!

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  • Hello,

    Okay, here is the true reason why the low code approach is in big demand worldwide for flexible CRMs as Sugar is - I've spent just 20 min for covering the subscriber's user story with configuring  - easy-peasy!

    Here is the flowchart is drawn in the Logic Builder configurator, it could be easily read by following the white line - whenever Primary Contact ID is changed for the Case (the new value is not equal to the previous) to link the new Primary Contact to the Case with regular subpanel relationship then unlink previous Primary Contact

    I test it out on demo instance and therefore I hope this could help not to bother anymore about the different ways the users may use to relate contacts with cases- primary contact or subpanel

    Here is the zip for an admin to install logic hook via Module Loader:
    OnPrimaryContactIsChanged.zip

    I hope this helps and let me know if any questions

    Best Regards,
    Dmytro Chupylka

    integroscrm.com
    We make work in Sugar CRM system faster, more convenient and efficient

  • in reply to Dmytro Chupylka

    Hi Dmytro, 

    Thanks for spending so much time on this but really we are wanting to just find out the best practice within SugarCRM for cases and contacts without making any customizations. - are you able to confirm?

    Thank you both

  • Sugar Employee Badge in reply to Glenn Buchan

    Hi Glenn, 

    Currently the logic hook mentioned by Dmytro is the only way to keep the two in sync. Having said that we are looking into how we can bring the two in sync in the standard product.

    Thanks,

    Suman

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