how to handle incoming emails (default status of completed)? RRS feed

  • Question

  • Hello - I'm working on a CRM system where an incoming email from a new address auto-creates a new case.  Followup emails from the same email address are associated with the original case that was auto-created.

    It looks like if an incoming email is auto-associated with a case programatically through the plugin then the email has a status of "Completed."  How do you normally handle this?  It seems like the new email should have a status of Open because the email should display as an open item in the case PM's dashboard so he knows to respond to it.

    So do you normally have to actively set the incoming email status to Open to override the default Closed status for incoming emails or do you handle this in a different way for case email management?
    Wednesday, July 17, 2013 8:23 PM

All replies

  • Any incoming email message has a status of Completed by default. This is because the email has been received and no other action is to take place with the activity as far as CRM is concerned. Your plugin will need to change the status of the email to Open.

    Hope this helps

    • Proposed as answer by Roshan Mehta Friday, July 19, 2013 11:22 AM
    Friday, July 19, 2013 11:22 AM