How can I customize "Assigned to" into a case that was automatically created?

[domenico1983]

I am using the release 5.1. I have used the feature of the automatic creation of a case from Inbound Email. I have two users with two different roles: administrator with all privileges and simple user with some restriction, in particular the simple user can read only the own cases. But I have a problem because when an email is received it is automatically transformed in case and for default it is "Assigned to" administrator. How could I modify this feature? I want to assign to simple user the cases created from the emails directed to simple user!

[andopes]

Hi Domenico

Can you explain the work flow for create a new case based on Inbound Email?
How do you know for which user the case must be assigned to?
What is the source code for creating a new case from Inbound Email?
After these answers I hope I can help you.

Cheers

[domenico1983]

I have used the feature of the release 5.1. I have created an account email for administrator and during the creation I have setted "create case" as "possible action". So when an email is sent to this account it is immediatly converted into a new case. I have replied this operation for the account of a simple user. But all the case created are "Assigned to" administrator for default..I want to assign to the administrator the case created from the emails that are sent to the account of administrator and to simple user the case created from the emails that are sent to the simple user.

[andopes]

Hi Domenico

I browsed on the Inbound Email Create Case script and I believe you need to define an "Assign To Group Folder" and "Distribution Method" set to "Least-Busy" to assign the case to the email assigned user.

Let me know if it works.

Cheers

[domenico1983]

I have tried in this way but it doesn't work.

[andopes]

Hi Domenico

Ask kuske. He is one of the most expert on SugarCRM Emails feature.
I just toke a look at the code and guided you. Kuske probably has the skills you are looking for.

Cheers

[domenico1983]

I have sent a private message to kuske with the indication of this post. I hope to solve the problem because it is a crucial step for my work! Thank you a lot for the help andopes!
Domenico

[kuske]

Tz tz tz André.... (that costs a beer)

It is very simple, alle already existing cases are routed to the case owner.

New cases are created in module /modules/InboundEmail/InboundEmail.php in function handleCreateCase($email,$userid)

If you want to assign all new cases to a predefined Userid you cann add a line after the function header like this:

 function handleCreateCase($email, $userId) {
global $current_user, $mod_strings, $current_language;
//neu Line:
$userid='846b2689-69d8-e65e-1fe7-4857a95f8466'; 
// 
$mod_strings = return_module_language($current_language, "Emails"); 
  

The function handleCreateCase itself is called from the scheduler module /modules/Scheduler/_AddJobsHere.php where the userid is determined by certain load-sharing algorithms. Instead of changing InboundEmail.php you could even change the call from

 $ieX->handleCreateCase($ieX->email, $userId); 
  

to

 $userId='846b2689-69d8-e65e-1fe7-4857a95f8466'; 
$ieX->handleCreateCase($ieX->email, $userId); 
  

'846b2689-69d8-e65e-1fe7-4857a95f8466' is only an example, I am really sure you have no such userid in your system yet.

[domenico1983]

I have seen the response..but it doesn't properly solve the problem. I don't want to absign the case to a static $userid, instead I want that the new case created from the Inbound Email is assigned to the user who have the account.

Thank you in advance,

Domenico

[kuske]

During the case generation you do not have the possibility to decide from which account the case came in any way.
It is possible that a new Contact at the Account sends you a case, a contact you do not have in your Sugar database.

For these emails which have already known email-senders you can set the userid in InboundEmail.php after (~ line 2775)

      $acct->retrieve($c->account_id); 
  

there you can add a statement:

      $acct->retrieve($c->account_id);
$c->assigned_user_id = $acct->assigned_user_id;