Email to case - Convert Email to Lead, Opportunity After Converted Auto Close Existing Case

(0) Share

Report

Posted on by Wuoi

1,012

Hi,

I try to figures this out, after user had direct convert email to Lead, Opportunity. How to close the existing (regarding) case status to closed / completed?

If created a Workflow can solve this? Tried to solve the problem with create a workflow but no idea which entity to select.

Much appreciate if anyone can guide how to do this. Thank you.

*This post is locked for comments

I have the same question (0)

All responses (7)

Answers (1)

Hosk on at

Like (1)

Report

You can use a workflow and you would need to change the status of the case to completed.

I'm not sure what the trigger is here or how a case is related to a lead?

Workflows work on records being created or updated and you can only really use workflows if the triggering record has a lookup to a related record. E.g. there is only one record linked and not many records (because workflows cannot loop through records)

Was this reply helpful? Yes No
Wuoi 1,012 on at

Like (0)

Report

It will be per activities action, Usually we will convert email activities to Lead / opportunity, during conversion there is dialog but no option to close the regarding cases.

I tried to create workflow for this, but on the workflow there there is no entities for activities. Can i know which entities to select when i configure for the workflow?

Thanks you.

Was this reply helpful? Yes No
Suggested answer

Aileen Gusni 44,524 on at

Like (0)

Report

Hi Wuoi,

You should select per entity, for example: Email, then create a workflow with Email entity.

Thank you.

Was this reply helpful? Yes No
Wuoi 1,012 on at

Like (0)

Report

Hi Aileen,

I stuck in where i have no idea which field / action to be use in workflow to trigger conversion action for lead, opportunity and etc..

Will be very grateful if can show how to configure it.

Thanks

Was this reply helpful? Yes No
Verified answer

Aileen Gusni 44,524 on at

Like (0)

Report

Hi Wuoi,

I think you cannot do it with workflow.

Because, after I check, once you convert the email to Lead/Opportunity/Case, CRM will change the "regarding" field accordingly to the newly opened created Lead/Opportunity/Case record, and it will change directly the regarding field from old case to new Lead if you convert to Lead.

And Workflow doesn't support the PreImage and PostImage, at least until CRM 2011.

But, you might try to use Workflow (realtime workflow) and choose start when "before"

And as I mentioned, the regarding field will be updated, so the field change: regarding can become the trigger.

It can be the trigger point, I haven't tried, but if you are using CRM 2013, it is worth it to give it a try and hope it helps you!

Thanks.

Was this reply helpful? Yes No
Wuoi 1,012 on at

Like (0)

Report

Hi Aileen,

I had tried your methods and it is works! Thank you very much!

However i notice this, after i have convert to lead from email activity, the email activity being converted will be delete from the existing case. And its kinda weird when you check back the cancelled case the original email activity missing from the activities.

Is this normal or it used to work like this?

Was this reply helpful? Yes No
Suggested answer

Aileen Gusni 44,524 on at

Like (0)

Report

Hi Wuoi...

Hmm...

Actually the email activity that has been converted is not deleted, but yes, it will break the existing relationship with Case. As mentioned before, because it was caused by the changes of the "Regarding" field.

And you are correct, it will be looks like missing, because there will be no link anymore between the original email and original case, unless maybe you can turn on the Audit History, but this is the OOB in CRM, you cannot track back to the former Case.

Or, you can also in your workflow create the same email and link it to the Case, so that need to duplicate the email, add more steps into your workflow, create email, copy the subject and body same as exactly the email.

I hope this can help you.

Thank you.

Was this reply helpful? Yes No