Email to Case identifier in Case

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Posted on by Chandan Kumar Choud...

Hi All,

Need your help.

I am looking to identify the cases which are created from an email using email to case functionality (manually or automated) in online CRM 365.

Is there any field in case which gets updated or referenced if created/converted from an email? I understand there will be a closed email activity in case but its difficult to pick it in advanced find or to identify such cases in workflow.

Please let me know your thought.

Thank you in advance.

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Zap Objects 919 on at

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RE: Email to Case identifier in Case

There is no easy approach out-of-box. We have an Email-to-Case App which allows you to set default values on case creation.
Your plugin will suffice for present need.
In case you are looking for a more deeper Email-to-Case functionality then do check-out Zap Helpdesk - Email to Case App:
https://zapobjects.com/apps/zap-helpdesk/

Regards,

Sumeet

www.zapobjects.com

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Community Member on at

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RE: Email to Case identifier in Case

Hi,

Did you try creating a view within Activity with CreatedBy filtered on "Is Workflow Created"

Best Regards,

VC Suresh Kumar

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Chandan Kumar Choud... 35 on at

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RE: Email to Case identifier in Case

Thank you for your response/help !!!

I didn't find any OOB way of doing it. So i switched to plugin. I write a plugin on create of Case and look for any associated activity (based on regarding object), if any then flag the case for ActivityToCase and update the email/phonecall/task (custom) lookup in case to identify source activity for reporting/advancedfind.

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Chandan Kumar Choud... 35 on at

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RE: Email to Case identifier in Case

Thank you for the response !!!

I can't use Case Origin as there are other scenario where user will select email as channel while creating cases manually.

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RaviKashyap 55,410 Moderator on at

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RE: Email to Case identifier in Case

Hi Chandan,

As mentioned above, the field Case Origin can be used to identify if the the case is created from email or not. It doesn't appear in Advanced Find - Add Columns but it does appear in the filter condition so you can still use this field to check if it is originated from email or not.

In addition to this, you might also want to have some custom field say 'Manual Case' and set some value if the case is created manual by a user. This will help in scenarios where the case is created by user and the origin is set to email. So in your filter criteria, you need to use Case Origin Field & this custom field to get the desired result.

Also, this field is available in workflow condition so if required, you can create workflows as well based on these fields.

Hope this helps.

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ashlega 34,477 on at

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RE: Email to Case identifier in Case

Hi,

did you try case origin field? You may have to apply the workaround metnioned in the thread below to see that field, though:

community.dynamics.com/.../198387

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