can you determine if a case was created by a case creation rule, or through an outlook plugin "convert-to-case"?

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Posted on by ShannonCRM

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Hello,

I would like to know if there is some hidden flag that indicates how a case was created. I would like to distinguish between cases created in the web application, cases created by incoming email in the "Case Creation Rule" and cases created by tracking/convert to case in Outlook. Is there any flag or field that indicates the method of the case creation?

Version: 8.2 On-Premises, using Email Router

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ashlega 34,477 on at

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RE: can you determine if a case was created by a case creation rule, or through an outlook plugin "convert-to-case"?

All cases are created equal, and one case is no better(or worse) than the other!

But, seriously, you might do something to be able to differentiate those cases in the future:

- Create an option set

- Populate it from the case creation rule

- Populate it with javacsript when a case is created manually

- Leave it empty when it's done from the outlook (since I don't think you can populate it there)

That way, you might be able to see the difference moving forward..
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a33ik 84,325 Most Valuable Professional on at

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RE: can you determine if a case was created by a case creation rule, or through an outlook plugin "convert-to-case"?

Hello,

AFAIK there is no such flag.