Create case from inbound email in release 5.1 RC

[domenico1983]

Hi, someone could tell me if is the feature of create case from Inbound Email implemented in release 5.1 RC Community Edition? or is it implemented only in Professional and Enterprise Editions?

Kind regards,

Domenico

[roblaus]

You mean from within the email module? Yes - there is the quick create button. But it doesn't work under FF3 currently. IE and FF2 is fine.

[domenico1983]

Hi roblaus,

I am using IE 7, but the feature doesn't work fine. Could you help me? I have created a new mail account and i have selected "Create Case" as possible actione, I have created a Group..saved..but nothing! Must the email have a particular object or text?

Kind regards,

Domenico

[roblaus]

Hi,

I just checked it in 5.1 and it works. Not exactly to my liking but in principle.
What I found out: You must create an account in the admin section (incoming email), you assign (create) a group folder, test the settings. Then you need a second account (no idea why) that you should create in directly in the email module (call it a private one).
Since group accounts cannot be triggered manually (get emails) you must make sure that your scheduler checks for emails regularly. I can tell you how to make it work under Linux but not under Win.
What I do not like: You do not see the any folders for your group account and you do not see any emails. As soon as they arrive they are converted into cases. No questions asked and always with "admin" as owner. But maybe I overlooked a setting somewhere.
I believe that not seeing any folders under the group account is a bug. The same is valid for the owner. Or maybe this happens only if the automatic conversion is switched on?
I guess it's better to use the quick create function in the email module, this one gives you much better control and you can assign a company / contact as well as specific owner.

Hope that helps.
rgds
rl

[domenico1983]

Excume me roblaus...but the email must be sent from the second account to the one created from inbound email? or it coud be sent from another account? And must the email have a specific object or test?

Thanks and kind regards,

Domenico

[roblaus]

nope, nothing specific. Could come from anywhere. The second account is only required because otherwise the group account doesn't pick up the emails. I don't know why.
But I believe your problem is the scheduler - make sure that it runs every minute. You will see the execution times below the command as entries.

[domenico1983]

I have created the scheduler but probably it isn't runnig...because in the option Last succesfully run is setted "Never"

[roblaus]

Please check the forums here for the scheduler under Win, I have no clue...

[domenico1983]

Ok,

I have opened another post! Thank you roblaus