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Automatic Email about case creation isn't showing up as an associated activity

Posted on by 5

Hello everyone!

I current have a process that sends an automatic email to a customer when their case is created. However, the automatic (outgoing) email isn't being associated with its relevant case as an activity. 

I do not have any step including "regarding", as I have not worked with it before, and I do not wish to make a Record Creation and Update rule. Any suggestions? Do I just need to add a step to include the automatic email regarding the case creation?

Thanks!

- Rick 

  • Verified answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 7,797 Super User 2024 Season 1 on at
    RE: Automatic Email about case creation isn't showing up as an associated activity

    okay so basically the email is created but it is not associated with the case. For that we needed to add case as regarding on the email.

    Probably in your workflow when you are creating an email you need to set the case as the regarding.

    In below image you can see case is added as regarding.

    pastedimage1653634495931v1.png

    So when this workflow will trigger(in this example if case origin = email) then it will create an email and attach it to that specific case.

    pastedimage1653634590888v2.png

    pastedimage1653634715782v3.png

    Thank you,

    Amit katariya

  • Rick Kenyon Profile Picture
    Rick Kenyon 5 on at
    RE: Automatic Email about case creation isn't showing up as an associated activity

    Hi Amit,

    That is correct; the workflow is successfully creating the case, which is also the trigger for the email (which is still being triggered and automatically sending). But that automatic email is not being associated with the case in the timeline (activities).

  • Suggested answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 7,797 Super User 2024 Season 1 on at
    RE: Automatic Email about case creation isn't showing up as an associated activity

    This workflow is working on the case entity correct? and if specific condition will satisfy then it will trigger this email?

  • Verified answer
    Vardhan Profile Picture
    Vardhan 65 User Group Leader on at
    RE: Automatic Email about case creation isn't showing up as an associated activity

    Hi Rick,

    If you don't set regarding feild on emai , then the email activity will not be associated with the Case.

    In the existing process which is sending the email, On create email step set regarding to case record as below. 

    BR,

    Vardhan

    pastedimage1653457013058v1.png

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