The "From" email field when replying to Case

[tankteam]

Hi All,

We have a problem here, hopefully someone can help.
We are using SugarCRM version 4.5.0f (Build 1202), Linux server, PHP v4.4.4, MySQL 4.1.21

Scenario:
1. Customer email to us (support@abc.com)
2. We create a Case with Quick Create. System auto assign a Case number (Case#1) to this support incident.
3. When a support guy reply to this Case, the "From" email field by default is the support guy's email address (john@abc.com).

In this scenario, when customer reply the email to ask about the incident status, an email will be sent to john@abc.com, not support@abc.com
So, the SugarCRM cannot catch the email and add to the Case#1 history.

How can we make the "From" email field use support@abc.com by default?

Thanks in advance.

Chong

[ruchida]

Hi

There is a bug in the Email module, and I've been waiting for a fix to this too!!
http://www.sugarcrm.com/crm/?option=...2-443d90b8889c

4.5.0f still has the same issue.

[yph]

I have modified the bug to target for the 4.5.1 release. Chris will investigate.

Thanks.

[mudtel]

The same problem for Sugar 5.0e. Any fix planned?

[sgandhi]

HI,
Its already working in 5.0 What you need to make sure is that this user who is replying doesn't have any personal inbound account which has a from address of support@abc.com.

Thanks
-Samir Gandhi