How to recognize incoming mails in cases

[althaue]

Hello,

We use SugarCRM CE 6.1.3.

My Problem is, i do not understand, what is the best way to recognize that a mail response for a case occured.

Our Process is like that. Customer sends e-Mail to group mail account in Sugar. Sugar is set up to automatically set up a case for this mail. We then respond to this mail out of the case with subject [CASE: 1234] and Client responds to same group mail account with this subject line. We are a 3 People Team. Our Problem is now, that we do not recognize when a new mail arrives. Because all mails in the Group mail account are moved to the case and in my Inbox, i only receive the mails, that are assigned to me, but i have no chance to see the mails from the other team members. That means, i allways have to go through all cases, checking if there is a new e-Mail.

Does someone of you have a hint for me, how we can optimize the recognition of a new e-mail for the Cases?

Greets,
Erich

[robertbmirth]

There's probably a more standard way of doing this (i.e. its been a while since I used/looked at the notifications that Sugar has built in and those might cover this) but you're a programmer you can get around this by writing an 'after_relationship_add' logic hook for your cases module. That way, when an email comes in and it gets connected to a case, Sugar will fire your custom code.