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Hi,
I know this topic has been covered before in this forum but I have some specific questions I wanted to ask so apologies if I am duplicating anything here.
I have started setting up Dynamics as a helpdesk, I have created a queue for our ITSupport@ email address and have a list of things in there. I am looking to use ‘Start Dialog’ to make this into a ticketing helpdesk.
1. Once the email is in the ITSupport@ queue. I then need an IT technician to pick it up (or have it assigned) and create it into a Case and assign it a ticket number.
2. I then need the user and the ITSupport technician notified of this.
3. At any point that the case is edited by anyone I require an email to be send to the user / IT technician.
4. When case is set to resolved – again I need it to send an email to the user to inform.
I was also thinking I could generate an email either at the end/start of the day to inform the IT technicians of how many issues there are in the queue or email them when an issue joins the queue.
Is ‘Start Dialog’ the best option?
How do I get to notify everyone when the email is changed into a case, when any item or further correspondence is changed in the case and when the case is resolved?
Any advice will be appreciated,
Thanks
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This is a good blog post to get started on using a workflow that will convert email to a case and will accomplish few of the tasks you are looking at.
http://blogs.msdn.com/b/crm/archive/2008/02/19/e-mail-to-case-lead-using-crm-4-workflow.aspx
Also this applies to CRM 4.0 as well as CRM 2011
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