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Hello,
I was wondering if anyone knew if it was possible to add an email record to an email that is generated from a workflow.
For Example, I have a workflow that fires when a case is assigned to someone that sends an email containing information about the case. Is it possible to attach the email that the case was made from to this email?
Cheers,
Matt
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Hello,
Copying the body text of an email into the description of the Case does indeed not happen automatically, this is something you could include in a initial workflow, when an email is associated to your Case, use a workflow to copy the body to the description field. You can trigger your Workflow on the 'Field change' of 'Regarding' of an Email.
Make sure to double-check if another email hasn't already been copied into your Case, to avoid overwriting the initial email text in the description.
Hi Michel,
I currently have the regarding set as {Case(Case)} however this doesn't put the email in the body or as an attachment in the email that gets sent. I guess I will have to settle to copy and paste the body into the description. Thanks
Hello,
When you create the email activity, set the 'Regarding' field to the Case on which the Workflow triggered.
You can unfortunately not include another email record as an attachment to this one. But, you could include the 'Description' field of the 'Case' into your email body. Assuming that the text from the original email body that created the case will be include in your Case's 'Description' field, which is a best practice pattern.
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