hi - question

[siran]

we're using Sugar's Bug Tracking facility. New cases are created by inbound mail, and when they are assigned to someone.

The question is: is it possible to reply an email and close/post information on the case that has been sent to you?

Thank you all,

siran

[salesagility]

When a Case is auto-created it generates an email header of something like [CASE:1124]. If you reply keeping the header intact, then you can create an audit trail in Case history ... if you email your client to say the case is "Closed" ... then this will be added to history

[siran]

When a Case is auto-created it generates an email header of something like [CASE:1124]. If you reply keeping the header intact, then you can create an audit trail in Case history ... if you email your client to say the case is "Closed" ... then this will be added to history

hi, thanks,

But does this means that with the email the case can be closed in Sugar?

Do I have to send the client the email, or can I just send it to Sugar ?


I'm primarily a developer. Cases are assigned to me. I normally have to login into Sugar, edit the case, close the case, and then notify the 'Customer Contact Team'; I would like to do all that just sending an email to Sugar, with copy to Customer Contact Team. Is that possible ? (basically close the case in Sugar by sending it an email).

Thanks again,

siran