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210Here's a scenario:
- CRM Online using Server Side Synch
- customer makes a purchase, CRM has an associated order and sends an automatic email confirming the order / purchase to the customer (outgoing email has regarding set to the order, email has no tracking token)
- customer replies to the email, because something is wrong with the order (they didn't receive it or just have some questions)
Expectation:
- since an email was received by a public support queue with no tracking token -> a new case should be created so a support representative can check what's going on
Reality:
- since the email contains an "In-Reply-To" header CRM seems to automatically match it to the original order via the initial automatic message (which was regarding the order). No new case is created. Customer request doesn't get processed.
Is it possible to force CRM to ignore the "In-Reply-To" header of email messages and / or check, if it's regarding a quote and, if so, create a case then? I'm sure I could do this using some clever plugins, but I'd rather use built-in mechanisms if this is supported by CRM itself.
EDIT:
I've also noticed that the case creation system process, while it does get triggered, fails on the "top" checks:
While I'm not certain of this my guess is the checks "fail" because "Dialog-ConversionScenario equals [1]" is not met. Unfortunately this is not a field on the email and seems to be a result of some internal CRM logic, i.e. a black box I have no control over.
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