Change the rules regarding incoming mail to cases RRS feed

  • Question

  • We have a customer who work with CRM 2011 onpremise with only customer service by using the Case entity together with queues and the e-mail router.

    Mail comes in to the system via the E-mail router and connects to a certain queue. We have built a plug-in which by On-Create for the e-mail form create a related Case if the system cant connect the incoming mail to an already existing case.

    The problem we have is the systems inbuilt function which connects incoming mail to already existing cases.

    Is there some good way to configure the system to not connect mail to existing Cases which is marked as closed? Now the system connects mail to cases which are closed or just because the “Subject” is the same as an existing case.

    We have tried to work with the CRM token configuration but it seems very unstable for some reason.

    This is very problematic for the customer and I appreciate any help.

    Wednesday, August 21, 2013 8:08 AM