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Any way to automatically remove a queue via dialog? RRS feed

  • Question

  • I have created a dialog process  for emails that converts a queued email item to a case. The dialog is working well but I'm having trouble accomplishing two things:

    1) I would like to have the dialog process remove the queue item after the case record is created.  This would alleviate the manual step of removing from the queue after the dialog has finished.

    2) As part of the case record creation I want to put the body of the email message into the description field of the case. Unfortunately all the HTML from the body of the email ends up in the description field in the case which won't work for obvious reasons.  I have thought about writing a plug-in for the email message to extract only the text from the email body but I'm hoping somebody has already tackled this and come up with a solution.

    any input on either item would be greatly appreciated.

    I'm running CRM 2011 Online (latest December 2012 release) 


    kev_kwtech

    Friday, January 18, 2013 7:50 PM

Answers

  • Hi,

    The linking is N:1 to from the Queue-item to the email why there is no way from the email to go back up to the queue item. I havn't tried it, but it might be possible to run the workflow based on the queue item instead and move "down" to the email. That way you might be able to manage this.

    Otherwise a plugin on the case would probably do both your tasks. With a plugin it would be fully possible to both remove the queue item and strip the HTML and move it into the description.


    Gustaf Westerlund, MVP, CEO and Chief Architect at CRM-Konsulterna in Sweden
    Blog: http://gustafwesterlund.blogspot.com
    Swedish Dyn CRM Forum: http://www.crmforum.se

    • Proposed as answer by Adam Vero Monday, January 28, 2013 12:21 PM
    • Marked as answer by Kev_KWtech Thursday, February 14, 2013 3:43 AM
    Monday, January 28, 2013 6:50 AM

All replies

  • Hi,

    The linking is N:1 to from the Queue-item to the email why there is no way from the email to go back up to the queue item. I havn't tried it, but it might be possible to run the workflow based on the queue item instead and move "down" to the email. That way you might be able to manage this.

    Otherwise a plugin on the case would probably do both your tasks. With a plugin it would be fully possible to both remove the queue item and strip the HTML and move it into the description.


    Gustaf Westerlund, MVP, CEO and Chief Architect at CRM-Konsulterna in Sweden
    Blog: http://gustafwesterlund.blogspot.com
    Swedish Dyn CRM Forum: http://www.crmforum.se

    • Proposed as answer by Adam Vero Monday, January 28, 2013 12:21 PM
    • Marked as answer by Kev_KWtech Thursday, February 14, 2013 3:43 AM
    Monday, January 28, 2013 6:50 AM
  • @Gustaf - you are right, the direction of the relationship means you can't get from email 'up' to Queue Item, but even if you ran a workflow on the Queue Item you can't delete records in a workflow. So whatever route, a plugin or workflow assembly will be needed to achieve this objective, and as you say, while writing this you might as well have it do the whole job.

    Hope this helps.
    Adam Vero, Microsoft Certified Trainer | Microsoft Community Contributor 2011
    Blog: Getting IT Right

    Monday, January 28, 2013 12:21 PM