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Support workflow RRS feed

  • Question

  • Hi

    I need to make a support workflow for my company. The scenarie is(what we have at the moment):

    We have a support user in crm called support@name.dk
    Alle E-mails concerning support from our customers come in through that way.
    The start up in a support queue for emails.

    We want to do the following:
    When they come into the queue, I want the email to be converted into a case and then attach the email to the case.
    After that the case should be assigned to a new queue: case queue.
    BUT HOW.

    I tried following:
    if email to equal user(support user) then
    create task where regarding is set to email
    start childWF --> if case is made by email then
    assign case to case queue.

    But it dosent work. It says in the systemjob, that when i come to the childworkflow, that it cant find any record.
    Friday, January 29, 2010 10:30 AM

Answers

  • Hi Casper,

    You will not be able to set that using a standard workflow. You'll need to create a Custom Workflow for that.

    You're Custom workflow will have to set the customer for the case based on some logic you define in your code.
    The workflow will also create a customer if one does not exist as emails to the queue could be from unknown contacts.

    Hassan.



    Hassan Hussain | http://hassanhussain.wordpress.com/ | http://www.mscrmvirtualusergroup.com/
    • Proposed as answer by Hassan Hussain Friday, January 29, 2010 12:52 PM
    • Marked as answer by Jim Glass Jr Friday, January 29, 2010 4:10 PM
    Friday, January 29, 2010 12:52 PM

All replies

  • Hi,

    You will need to create two workflows.

    1- The first workflow to Create a Case when email recieved in support Queue. (I assume you just want to create with just a title. This can be the same as the subject of the email.

    2- Second Workflow that fires when a case is created. This workflow assigns the case to the approriate Queue.


    Hassan.


    Hassan Hussain | http://hassanhussain.wordpress.com/ | http://www.mscrmvirtualusergroup.com/
    Friday, January 29, 2010 10:43 AM
  • Hi Hassan

    Yes after i wrote the thread here i actually tried what you describe with two WF., but my problem is now that i NEED to have the customer from the email over to the case, which I'm not sure is possible
    Friday, January 29, 2010 12:00 PM
  • Hi Casper,

    You will not be able to set that using a standard workflow. You'll need to create a Custom Workflow for that.

    You're Custom workflow will have to set the customer for the case based on some logic you define in your code.
    The workflow will also create a customer if one does not exist as emails to the queue could be from unknown contacts.

    Hassan.



    Hassan Hussain | http://hassanhussain.wordpress.com/ | http://www.mscrmvirtualusergroup.com/
    • Proposed as answer by Hassan Hussain Friday, January 29, 2010 12:52 PM
    • Marked as answer by Jim Glass Jr Friday, January 29, 2010 4:10 PM
    Friday, January 29, 2010 12:52 PM
  • Ok i will try that Hassan, thank you
    Friday, January 29, 2010 2:14 PM
  • Just to clarify, when you say 'create task' should this say 'create case'?. Also, if you do it all within the same workflow, you can refer back to the Case you've created and do things with it.

    Leon Tribe

    Want to hear me talk about all things CRM? Check out my blog

    http://leontribe.blogspot.com/

    or hear me tweet @leontribe
    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Saturday, January 30, 2010 5:39 AM
    Saturday, January 30, 2010 5:39 AM
  • Hi Leon

    Yes I meant Create case, sry... We ended op with making a plugin, to use the regarding, wasnt an option, it couldnt be done, so we ended up with a plugin.
    Saturday, February 6, 2010 5:32 PM
  • If you install and setup a MS CRM e-mail router, you can setup a rule routing the e-mail concerning support, and route that e-mail to a particular user. The create a custom workflow that creates a case/case queue.
    Henrik Jensen Instructor / Consultant MCP, MCAD, MCSD, MCTS, MCPD, MCITP, MBSS, MBSP, MCT www.crmblog.dk (Danish only)
    Monday, February 8, 2010 1:08 AM