Workflow/Process on Case Management

[textlocal]

I don't know whether it's because we are using CE, rather than the full paid for version - however I'm struggling to customise the workflow for our Case Management.

What we'd like is the following:
- customer sends email in or a case is generated via API from our website
- customer receives autoemail advising that we'll contact them shortly
- email is sent to support team advising of new ticket

Then when ticket us updated we will obviously send an email to the customer

If they then reply, the ticket should get updated and the person who owns the ticket get an email as well?
I can get the ticket generated and the email going out to the end user, but can't get the ticket to email the support team.

I've looked at all the documentation we can find, but nothing refers to this in the CE version (I think)?!

Thanks
James

[sts]

CE doesn't contain Workflow module. You could use logic hooks and scheduler jobs or use other workflow tools available for CE (e.g. in SugarForge).

[textlocal]

Can anyone recommend one for 6.3 as I've tried a couple and couldn't quite get my head around them, and documentation was limited!

[sts]

I had a look on Bonitasoft (open source edition) and SierraCRM Process Manager (I think it was the payed version), they were fine. Bonitasoft is a standalone software with a SugarCRM connector, SierraCRM is a module directly integrated in Sugar.