Link to Case in Auto Response Email when Case created from Email to Case Workflow

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I am trying to make my Acknowledgement of Service Request email provide a link to the case that was created when they send an email to our help desk address. I have a custom field that gets populated on the case that contains the link. However, when I add this field to the email template it does not show up on the auto response email.

My flow is like this:

Customer sends email to help desk --> CRM creates case from email --> CRM sends auto response email confirming creation of the case.

All of this works, minus the link showing up in the email. It's blank even though I specify the field in the email template. All other fields I am using on the case show up if I place them in the email.

Does anyone have any idea why the link does not show up?

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Drew Poggemann 4 on at

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Hi Brandon,

Make sure the link gets created as a real time workflow vs asynch workflow when you create the case. My guess is this is being populated after the email is sent out due to being a background process.

Hope this helps,

Thanks,

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PS 23,577 on at

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hyperlinks would be visible once your email is been sent, if you have already send the email and still cant see it; do let us know.

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Community Member on at

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I double checked and it appears it is an on-demand process. I have some pictures of my setup in case anything stands out.

Here is where I am putting the link on the case form.

And here is the link on the case form.

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Drew Poggemann 4 on at

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Hi Brandon,

You need to "Uncheck" the run this workflow in the background. This should run synchronously. You should be able in the options on the workflow to change to synchronous.

Thanks,

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Community Member on at

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That did it. Thanks for your help.

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