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We use crm dynamics 2011.
we use crm dynamics to manage software dev requests.
we have created specific mailbox in the organization for customers to send only dev. requests.
we want that whenever a customer send a dev request (Email), CRM will automatically create a new record and assign a number for that request. (Like the "set regarding" feauture).
Thanks in advance
You can create a workflow, once the email was created:
1. Before that, create a custom lookup field from Email to your custom entity record (like the "set regarding" feature)
2. and assuming your dedicated mailbox has queue to this specific email address, so your incoming email address should be same with the defined queue
Create a condition
Assuming your incoming mail address same with the defined queue, see the point number 2 before.
Then, you should check if Email direction = Incoming AND if To = the Queue.
Then, add step to create record (I assume, I use the Additional Information entity), and if you need to link, then after you create the record, you can update the email record set to link to this newly created record.
assuming you've created a custom field from email to the like 'set regarding' feature, then you should update the email record, set the lookup field to this newly created record (workflow can have this variable after you create the record)
If you think that your logic too complicated, you can use Plugin as well.
Hope it helps!
What record do you want to set?
You can trigger a workflow to run on the create of an email record.
In the workflow you can set some conditions to make sure it's incoming and the email address is the correct email address
You could also set the email address to be a queue in cRM
These blogs will help
You also can create a workflow everytime queue item created, since email if you have incoming address and queue, will created as queue item as well.
Then, you can specify condition, check the type = email and the queue is your dedicated queue with the same incoming email address as per you mentioned before, the specific mailbox you use to handle this dev.request
Then, continue to add actions, create a new record, update Email field to set the "like set regarding feature"
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