Group email address not available in the From drop down option.

[clusters]

I have been testing and implementing Sugar for our Customer Service. For some reasons the group email addresses are not always available in the From drop down list for our users when they are composing or replying to emails. I would like our customers to reply to our group email and not our user email and I did see the bugs #19939 but can anyone please point me in the right direction to get this issue resolve. We are using Sugar CE 5.1. Thank you so much! Tim

[clusters]

it's a bummer...no response yet so i suppose i may be the only one running into this issue. imho 5.1 seems buggy at least with the email module and it is a good way to get a potential user going the other direction. we didn't want to jump right into the professional or ent edition and thought we would upgrade from ce once we have accepted sugar to be our crm and have out grown ce (really shouldn't be that long as we would like the outlook and word capabilities).

we start a case from a group email and as we compose an email from a case we really need to have the group email address opton available in the from drop down list. perhaps this is the default behavior in sugar but anyone else in the forum has the same requirement as us? also, anyone knows if the paid sugar editions are less buggy? i hope i will hear back from someone...thanks! tim

[DragonflyMaster]

Sugar 5.1 has not gone gold yet (Genaral Availability) so it's acceptable to find bugs.
Anyway, if your issue is already addressed as a bug and you have the bug number, you can track it down at http://bugs.sugarcrm.com and see how the debug procedure is going.

[clusters]

I wish it was that easy...we have downgraded sugar from 5.1 to 5.0 and same thing. anyone has any good ideas on how to export emails from 5.1 to 5.0? thx! tim

[sgandhi]

Hi,
What happens that if you reply to an email we will try to match the To Address of the email and the from addressaddress of the Inbound Email account and if there is a match then group account will be selected by default in the from list otherwise we will not show group account in the from list.

Thanks
-Samir Gandhi

[clusters]

Thank you for the informative reply!

I can see why it is necessary to have some control over the From option list for outbound email, and what you had explained to me are great intelligences. It is a bummer that it still doesn't solve the issue that we had. I think when we are composing an email within the case module it would fail the two tests you had described; hence, the group email addresses aren't provided. Do you think perhaps we are not utilizing the email/case modules like they are intended to be used? Is there a way to create an email response using the original group email receipient in the "From" and , at the same time, being able to tie it to the case no. automatically?

Further, I am new to Sugar, if I were to hack the codes to add the additional conditional requirement to check for a case's original group email receipient where should I start the mod? Would it be just Email.php or EmailUI.php? I would appreciate any comments. Thanks!

Tim