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Forward a Case e-mail reply to the case-owner automatically

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Posted on by KvRoploo 131

Hello,

We have set up auto create and update rules based on Email messages to a specific Que emailadres. That all works fine.

Our requirement is that when a customer (extern) reply's to a existing case, this reply email must be both tracked in the case, but also forwarded automatically towards the Case owner. So the case-owner recieves a 'copy' op the email. It would be nice if it also includes the attachments. I have tried to add extra steps to the case creation rule, but it has no effect. Also creating a seperate Process (workflow) won't help, because it cannot be triggered.

Here an illustration of the two situations. The situation of the 'Existing case' is where I need your support:

Dynamics.JPG

Thanks in advance!

Regards

Categories:
Unified Service Desk
Queues and Routing
Case Management
Email
Activities
  • KvRoploo Profile Picture
    KvRoploo 131 on at
    RE: Forward a Case e-mail reply to the case-owner automatically

    Yes, you are completely right!

    A day after I posted this, I made a new flow, triggered by a new E-mail item. Then there is a check performed that the mail is Inbound, not from our own users and "completed".That all works good, so that is the way.

    The only disadvantage is that I'm not able yet to configure something to carry over the attachements which are in the original reply email. Is that even technically possible? If yes, what is the direction I need to look for?

    Regards

  • Verified answer
    amb2000 Profile Picture
    amb2000 1,385 on at
    RE: Forward a Case e-mail reply to the case-owner automatically

    You mentioned that "Also creating a seperate Process (workflow) won't help, because it cannot be triggered."... Wouldn't the new Email record that gets created be a trigger? If the email is coming into CRM and an Email activity record is created, this can be a trigger point.

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