kracklt
asked on
Email does not get assigned to case in CRM 4. Bug?
Hi Experts:
We are using CRM 4.0. When receiving an email in a queue, I convert the email into a case manually. This works fine except that the email most of the times does not get assigned to the case.
I found that when I leave the checkmark "Close Email form" to unchecked (during the transformation process), everything works fine. I can also see that the case is being entered in the "relation" field, but when the form is closed automatically, this relation seems to be dropped, and cannot be found anywhere...
My questions are:
Is this a bug that can be fixed?
Can I somehow set the default for the checkmark to close the email form to unchecked?
Why is the email which is sent to the queue and which is recognized for company A, not showing up in company A's history?
Hope you can help,
kracklt
We are using CRM 4.0. When receiving an email in a queue, I convert the email into a case manually. This works fine except that the email most of the times does not get assigned to the case.
I found that when I leave the checkmark "Close Email form" to unchecked (during the transformation process), everything works fine. I can also see that the case is being entered in the "relation" field, but when the form is closed automatically, this relation seems to be dropped, and cannot be found anywhere...
My questions are:
Is this a bug that can be fixed?
Can I somehow set the default for the checkmark to close the email form to unchecked?
Why is the email which is sent to the queue and which is recognized for company A, not showing up in company A's history?
Hope you can help,
kracklt
ASKER CERTIFIED SOLUTION
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WilyGuy
BTW< an unsupported change. May not be sticky in the event of a hotfix or upgrade.
Also, the Email if associated (regarding) was set to the account and THEN converted it will stay with the account (but won't be with the case).
ASKER
Hi Wily:
Thanks for the tip. I am a bit afraid to do something which may not be supported later. I will just tell the client they have to take out the checkmark themselves....
I was wondering if it may have to do with my PC being slow, because sometimes it actually does work...
In any case. Thanks for now :-)
kracklt
Thanks for the tip. I am a bit afraid to do something which may not be supported later. I will just tell the client they have to take out the checkmark themselves....
I was wondering if it may have to do with my PC being slow, because sometimes it actually does work...
In any case. Thanks for now :-)
kracklt
ASKER
Thanks again :-)