CRM 2015 - Workflow - Replying to an Auto Case Creation Email Notification

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Posted on by jmarc1221

Hello,

Background:

I have a workflow that looks at a certain queue. The only items entering that queue are support emails from clients. For every email sent to that queue, the workflow automatically creates a case and sends out an email notification to the client, letting them know that the case has been created. The client's email and the automated email notification are both associated to the case via Set Regarding. Note: The sender of the automated email notification is the same queue email address clients are sending issues to.

Problem: If a client were to reply to the automated email notification, that email would trigger another case to be created.

Question: Is there a workflow I can create to automatically associate the client's email replies to the originating case? Or can I modify my existing workflow somehow? What kind of options do I have? I have a note instructing clients not to reply, but I figured there must be something I am missing.

Here is the workflow I'm using now:

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RE: CRM 2015 - Workflow - Replying to an Auto Case Creation Email Notification

Hi jmarc,

simply search for a choosen uniqe token (like "MYCOMPANYCASE - do not remove") in email subject or body

If you dont find it, create case and other stuff paying attention to append this token to subject/body.

Every other email you receive, you will not convert it into case.

Simple and fast!

Please let me know if you solve.

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Francesco Picchi

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jmarc1221 on at

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RE: CRM 2015 - Workflow - Replying to an Auto Case Creation Email Notification

I tried that already and it still creates a case for email replies.

Here are the email settings:
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PS 23,577 on at

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RE: CRM 2015 - Workflow - Replying to an Auto Case Creation Email Notification

Hi Jmarc

In the first line of your workflow, add one more condition:

If 'Object (email)'

Regarding does not contain data

I am saying this because the case you are creating is getting linked to email and if somebody replies to that email, case will be auto-linked. But if you apply the condition above, a new (second) case will not be created on reply.
jmarc1221 on at

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RE: CRM 2015 - Workflow - Replying to an Auto Case Creation Email Notification

Interesting video, but which setting addresses the issue in my question? He didn't mention anything about replying to the email sent to the client's gmail account.
empath-e CRM 1,136 on at

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RE: CRM 2015 - Workflow - Replying to an Auto Case Creation Email Notification

Just to add to this, If you follow through the entire video and replicate what Colin has provided it should fix both issues anyway. When I reply to an automated email it will add the replies to the originating Case (Activities)
empath-e CRM 1,136 on at

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RE: CRM 2015 - Workflow - Replying to an Auto Case Creation Email Notification

Hi,

I had a similar issue with a replies to automated emails. Check out this solution from Colin Maitland at Magnetism. It may help. Start watching from 26 minutes for a possible resolution to your email reply issue.

https://www.youtube.com/watch?v=sz_WgnfjhJc#action=share