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How to parse HTML body of email when converting email to case? RRS feed

  • Question

  • Hello,

    When we get an email to our help desk it has an auto generated HTML report in the body of the email detailing the issue: such as severity, Software version , description of the problem, etc...etc...

    I have two qiestions:

    1. How can I create more requiered fields in the "Case form" that comes up when I click "Convert Email to case" on the Outlook ribbon?

    2. It there some way I can parse the HTML report fields to auto populate some fields within the "Case Form"?

    Thanks

    Tuesday, April 3, 2012 3:19 PM