Insert Variable on email template with case number

[monteiro]

hi, this is my first post and im sorry if im not posting in the correct place, im trying to create an email template for every time a case is opened an email to be sent automatic to the customer with they case number however i cant find the variable to do it, i wonder if any kind soul would be able to help me out. many thanks in advance.

Jorge

[shailendra001]

Hello,

what version and edition of SugarCRM have you got ?

If it is Professional there is workflow management tool available , there you can create email template

in Subject put this [Case NO :{::future::Cases::case_no::}]

this may help http://kb.sugarcrm.com/config/workfl...through-sugar/

Regards
Shailendra Kumar

[monteiro]

hi,

many thanks for your reply, here is the version number, and yes it is the professional edition:
Version 5.5.2 (Build 1224), the idea is to create an email when the case is created with the information about the case and also inform the customer every time the case is updated. this is a really important part of what we are trying to do. i did find the workflow management tool, can you guide me from there. your help is greatly appreciated.

thanks

Jorge

[shailendra001]

Hi Jorge ,

The idea is to create an email when the case is created with the information about the case

I) Create workflow follow these steps
1. Navigate to Admin > Workflow Management
2. Click Create Workflow Definition
3. Provide a name
4. Set the properties:
* Execution Occurs: After time elapses
* Target Module: Cases
* Processing Order: Alerts then Actions
5. Save the definition
6. Create a condition
* Field does not change for a specified amount of time
o Field: Created By Id
o Time: 0 hours

7 . Create a new Alert
* Choose Custom Template as desired
LOOK AT STEP II below : How to create an alert email template for workflows

8 . Add a recipient to the alert recipient list
* Recipient associated with a related module
o Module: Contact
* Select custom email and name fields
o Email
o Name
o To:

Note: Time elapsed workflows require the default admin user (id = 1) to exist and be configured as an Administrator (is_admin = 1)

II ) Steps to Create Alert Email template

1. From the drop-down list, select Cases as the module since we will be sending an alert when the case status changes
2. Click Create.
3. Enter in a name for your alert template.
4. Enter the From name and From address.
5. Enter the subject, for example:The status of your case has changed.
6. In the body of the email, type “Dear ” without the quotes and then select Contacts from the Related Module drop-down list.
7. In the drop-down list under “Target Module: Cases”, select Name and click the Insert button. Now add a comma at the end and hit the enter key to start a new paragraph.
8. Enter the following text without the quotes: “The status of your case has changed from “
9. In the Related Module dropdown list, select “Please Select” to bring back the Case module fields listing in the main drop down list.
10. In the drop-down list under “Target Module: Cases”, select Status, then select Old Value and click Insert. This places what the Status value was prior to it changing.
11. Enter in a space and “to” along with another space and then insert the new value for Status into the body of the email. The body of the email should now look like:

Dear {::future::Cases::contacts::full_name::},

The status of your case has changed from {:ast::Cases::status::} to {::future::Cases::status::}.

12. Complete the rest of the template and click Save.
13. In the workflow definition, specify the condition when the alert should be sent, the alert template to use, and the recipient of the email alert:
1. In the Condition sub-panel, create a condition “When a field in the target module changes”
2. Select the Status field and click Save to add the condition.
3. In the Alert sub-panel, create an alert and select Custom Template from the Source Type drop-down list.
4. From the Custom Template drop-down list, select the email alert template that you created.
5. Click Save.
6. In the Alert Recipient List sub-panel, click Create, and select “Recipient associated with the target module”.
7. Click Next and click the the “Select custom email and name fields” box.
8. Click the Email Field link and select “Email Address” from the drop-down list; click the Name Field link and select “Name” from the drop-down list; click the Address Type link and select “To” from the drop-down list.
9. Click Save.




Play around with workflow tool , you will be able to do that
This is very simple in SugarCMR , just you have to play with it

Regards
Shailendra

[redpillsweden]

Is there a way to use email templates and get the case number in?

What our customer would like to achive is to use diffrent email templates with diffrent content and subjects, but still send the case number. (so the customer can answer the email and it get related to correct case)

I have tried both $case_number and {::future::Cases::case_number::}, but it dosen't work when used in email-temlates.

-Gustaf

[kwolf]

Is it possible to insert the case # in an email template in SugarCE 6?