Copy Description text from Email to related Case

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Posted on by Aad van der Velden

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Has anyone found a solution how to copy the description field from an e-mail to a case that is created from the e-mail??? We have been trying but no joy...

Many thanks for positive thoughts!

Aad

Cube Consulting

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RuneDaub 3,795 on at

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What you could do is have workflow run onCreate of the email that waits 1 minute, then checks to see if the "Regarding" field is set to a case.

If that is true, then you can update the case with the email text.

If not true, then cancel the workflow.

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Aad van der Velden 600 on at

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Hi,

Did what you suggested, even set the wating time to 5 minutes but no luck. I attached the image of the workflow, maybe I made a mistake?

Thanks

Aad

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RuneDaub 3,795 on at

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That wasent what I had in mind.

With what you are doing you are not using the default functionality to create a case from an email. You are instead creating a case every single time someone tracks an email in your system. Was that intended?

I thought you wanted to copy the email body to the case description when ever an email was converted to a case. Here is how I would do it:

Create a new bit field on case called "EmailEnriched" and set defualt value to NO.

I would then create a process that runs on create of the email entity and looks something like this:

If Regarding(Case):EmailEnriched equal No

Wait 1 minute

Update Regarding(Case) <--- here you insert the email body in the case description field and update the EmailEnriched to Yes.

Otherwise

Cancel workflow

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Aad van der Velden 600 on at

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Hi Rune, Thanks for the answer. My challenge is to convert an email to a case through workflow and then copy the description from the email to the case description. I'm missing the step in your message where it says how to convert the case using workflow. Perhaps I am missing something here....

Thanks Aad

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RuneDaub 3,795 on at

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You should still convert email to case manually via the default functionality.. The workflow I proposed just fills out the description part of the case.

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Aad van der Velden 600 on at

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I tried to follow your thoughts and created the workflow as attached but nothing is happening. Are you sure the workflow should run on Email activity creation in stead of Case creation? The workflow now waits for a minute after an email is created in CRM and then times out. I think it would make more sense if the workflow was triggered by the case creation event. Please explain. Thanks Aad

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RuneDaub 3,795 on at

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Did you convert the email to a case in outlook?

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RuneDaub 3,795 on at

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You need to have it run on email creation, otherwise you cant update the case with the email body text. This has to do with limitations in crm, where you can only post data to self and parent entities.

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Aad van der Velden 600 on at

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No, I converted the email in CRM, converted an email activity to a case. then waited, then when nothing happened I ran the workflow manually. The description in the case record was still full of HTML stuff.

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Testuser12 270 on at

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Hi,

Was this issue ever revisited??

I am capable of running the workflow as designed to import the email body but I just receive it as a html version which is off no use.

Regards

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