Create Case from Inbound email - compose does not pass email to

[apm]

We are lookng at using Sugar to handle our support desk and customer service

We can create a case from an inbound email - works great
Once the case is in there they may or may not have an account/contact - I assume we can write a hook to create one on the fly

The main issue for us is that when we hit COMPOSE to send a reply email to the case it doesnt pass thru either the account email or the contacts email into the TO box on the email

Any ideas - or is this a known issue?

Thanks

[andopes]

Hi apm

Send a Private Message to kuske.
I´m sure he can help you. He is the best in emails settings in SugarForum.

Best regards

[dgilroybs8]

Hi APM,

Did you ever get anywhere with this? We are trying to resolve the same problem. There seem to be a lot of different threads on this issue, but no solution that I've found yet.

Regs....David.

[sgandhi]

In Emails/Compose.php, search for

 if ($bean->module_dir == 'Cases') { 
  

. In this if block you need to set $namePlusEmail variable with the case contact/account email address. You need to add some code to get this info.

-Samir

[iamnut]

Hello

I am willing to do what you stated above in my instance if you provide the code. This is the only thing that is preventing us from using this on a wider scale.

Basically I echo the issue, but change some of the wording:

1) creating a case and replying initially to the incoming e-mail works great
2) if a reply from the customer comes in to the particular case, I just want to be able to hit the "REPLY" button and the address from which the message was sent should be filled out. Instead it fills it in with our support address, the same address as our "from" address.

Is this something that can be changed with the code that you mention? If so, PLEASE let us know.

Thank you.

Prasad

[iamnut]

an addendum ...

know I asked for how to code it - I don't want to scare you off with that thinking that you would have to write a detailed reply... I would just need what to set the $namePlusEmail variable to get the reply address. Looking over the code, I really could not find anything except for how to get the primary address or if in the quote section, how to get the $quotesData['toAddress']. I assume there might be something like that I could insert to get the address from which the message was sent?

Thank you.

Prasad

[dgilroybs8]

Hi,

We've actually gone ahead and had this coded already, along with some other changes. These have all been wrapped up into one installable module.

Attached are two files, the module and the original specification. Please feel free to try these BUT bear in mind that we have not finished all the customisations yet, so this module is work-in-progress.

Perhaps you could let me have any feedback if you can suggest any minor improvements.

Regs....David.

[iamnut]

Thanks for your quick reply! I will try it out tomorrow and let you know.

Prasad

[iamnut]

Hello

Sorry this took so long.

Okay, uploaded/installed/committed the module but for part #3, it is not working just yet - I even restarted the server. This is the part about being in the case section and there is an e-mail... when I hit reply, it does not insert a reply to address in the "to" field when it brings up the compose screen - that should just come from the original e-mail to which I am replying.

Please post any updates and let me know if there is anything else you want me to test. It's a brand new installation (a week or so) with no other modules installed except for yours.

Thank you.

Prasad

[dgilroy]

Hi Prasad,

This should work. Can you confirm the following :-

1. You have an Account and Contact with an email address that you email in a Case from.
2. When you email in a Case, the Case is correctly linked to the Contact automatically.
3. When you then click on the "Compose Email" in the Activities sub-panel of the Case, the email client should fill in the email address of the Contact to whom the Case has been related.

Can you check this please? It works fine on our 5.1b installation.

Regs....David.