locked
When converting email to case RRS feed

  • Question

  • When I'm converting an E-mail in my "In Progess" queue to a Case, why the email item still exists in my "In Progress" queue along with the new Case. Shouldn't the email item be gone from the "In Progress" queue once I converted it to a Case? Thanks for you inputs.
    Tuesday, March 2, 2010 6:21 PM

Answers

All replies

  • Please check this URL

    Tuesday, March 2, 2010 8:26 PM
    Answerer
  • Hi,
    When you convert email to case you will have pop up window with 2 lookup feilds ("Customer" and "Subject") and 2 check boxes ("Open the new case" and "Close the email form"). Check if  "Close the email form" is marked.
    Akvelon, INC.
    Wednesday, March 3, 2010 7:42 AM
  • Thanks for your replies. Ksenia, "close the email form" is checked when I converted to a case. The email status is completed and the form is closed, but the email is still sitting in the "In Progress" queue. I think out of the box, CRM doesn't remove it for you automatically. Go with the code route is the option here. Thanks.
    Wednesday, March 3, 2010 4:45 PM
  • Please check following article for the same (this includes code file which you can download and use)

    http://mayankp.wordpress.com/2010/03/02/removing-email-from-crm-queue/
    Thursday, March 4, 2010 9:14 AM
    Answerer