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CRM 2011 automate case creation using email router

We have our CRM server running and are manually creating cases - I'm wanting to automate this so that the CRM Server automatically creates a case from emails sent to it, sending out the acknowledgement email. How do I go about doing this? I do understand the back-end stuctures to Dynamics CRM and understand the concept of the mailboxes for CRM but need to know how to set up the automation of case creation in CRM.

Thanks in advance for your help!

EDIT: Just wanted to add that we already have the workflow set up that sends out the acknowledgement email when a case is opened, but case creation is manual right now.
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AlwaysAStudent
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AlwaysAStudent
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1 Solution
 
Feridun KadirPrincipal ConsultantCommented:
Did you investigate using the acknowledgement workflow to create a case? There is a workflow action called Create Record.
Or have you already looked at this and found a reason why it wouldn't work for you?
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AlwaysAStudentAuthor Commented:
No, haven't looked into that. I'm a bit unclear on how CRM will monitor emails and then kick off a workflow from that.
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AlwaysAStudentAuthor Commented:
Hi Feridun,

Thanks for your help, using your wording I was able to google and find this article. Only step I'm stuck on now is trying to get the Email Router to create the email activity for the queue I've created. I have approved the email address, and tested the configuration in the email router which succeeds, but it doesn't seem to create an email activity when email is sent to its address.

Can you help with this?
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Feridun KadirPrincipal ConsultantCommented:
Ah, I mis-read your post, you have a workflow that sends an e-mail when a case is created. I read it as you have a workflow that sends an acknowledgement e-mail when an e-mail arrives.

OK, assuming that you have a queue in CRM that receives e-mails at support@mycompany.com, then create a workflow targetted on when an e-mail is created. The workflow must first check that e-mails are destined for the support queue use the To: address.

In the workflow, you will need to set the values for Title and Customer. The problem will be setting the Customer field. You could "hard-code" in a default contact or account and then have support reps set the correct customer. If you want to set the customer based on the incoming from address on the e-mail you will need to do a bit of development.

See this thread for a discussion on this method (it is based on CRM 4 but still relevant): http://blogs.msdn.com/b/crm/archive/2008/02/19/e-mail-to-case-lead-using-crm-4-workflow.aspx?PageIndex=1#comments

Alternatively, you could have workflow triggered by queue items instead of e-mails. The you would test that the queue item was in the Support queue and the type was an e-mail. I'm not sure whether this approach is much different from triggering on an e-mail.

There are also third-party solutions for this.

Hope this helps.
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Feridun KadirPrincipal ConsultantCommented:
Did you publish the settings in the E-mail Router configuration manager?

Also, are you using a forward mailbox? If so, you need to deploy or create a forwarding rule for the support mailbox.
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AlwaysAStudentAuthor Commented:
Thanks!
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