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MS Dynamic CRM 2011 Ticket System (route email as case)

Posted on 2013-02-04
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Last Modified: 2013-03-04
We are using MS Dynamics CRM 2011, and would like to use the  "cases" as our ticketing system. What I want to do is route all emails to support@domain.com to our CRM, so it automatically creates a case.

This seems possible (at least, thats what I read on the internet), but I can't find how to setup this email routing.

Can anyone tell me how I set that up?

E-Mail received for support@domain.com >> CRM Email router >> Create case
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Question by:redworks
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Expert Comment

by:Feridun Kadir
ID: 38850744
There are several steps to achieve your requirement:

1.

Create a mailbox for the support email address

2.

Create a queue in CRM and add the support email address to the queue. Configure the incoming email option for the queue to all e-mails.

3.

Install and configure the e-mail router
Installing and configuring the e-mail router is a topic in its own right but as a minimum you must configure an incoming profile which tells the e-mail router where to find incoming e-mails and a deployment which tells the e-mail router the location of your CRM web services. There are options for how to connect to Exchange to get incoming e-mails. You may need to read up about that. An option I recommend is to use a Forward mailbox.


4.

Create a workflow that creates a case when an e-mail is received. An alternative to this is to consider a third-party e-mail to case add-in for CRM such as that from c360. But see what you can acheive with workflow first.
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Author Comment

by:redworks
ID: 38850765
Thanks for your reply. I was just trying that when you sent it :)

I created a mailbox, added a queue with the matching support@domain.com, fired up Email router, loaded data. Saw queue. Pressed test button, and it gives me:

Name: Support system
Incoming Status: Failure - Error: ErrorNonExistentMailbox


Server: https://exchange2013/EWS/Exchange.asmx
Outgoing Status: Succeeded

Any clue? (using Exchange 2013, with CRM2011 rollup 12 (which supports exchange 2013))

PS: needless to say, the mailbox support@ DOES exist... I can login using Webmail, and see "support@"...
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by:Feridun Kadir
ID: 38850789
Hmm, couple of thoughts. The e-mail addresses on the mailbox and the queue do not match (does the mailbox have more than one e-mail address?) or the credentials specified for the incoming profile are not sufficient to look at the mailbox.
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by:Feridun Kadir
ID: 38850803
By the way, where did you see that the e-mail router supports Exchange 2013?  This article http://support.microsoft.com/kb/2669061 does not include Exchange 2013.
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Author Comment

by:redworks
ID: 38850804
I created an access user "dynamiccrmemail", and gave that all permissions for incoming. I tested this with a CRM *user* account (not a queue), and that works. Furthermore, this user (dynamiccrmemail) is also the account holder of support@domain.com (I see this in webmail, when I login with that user).

So, credentials are ok, email address matches (I reconfigured again, copy/paste, just to be sure)
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Author Comment

by:redworks
ID: 38850858
Hmm, weird... After getting come coffee, I clicked the test button again and it was succesful... Maybe it had to sync? No clue... But it works now.

However, I am having trouble creating the workflow.
Under the queue, I can not create the workflow (dont see ADD)

Under settings, I go to processes, and create a workflow. However, I don't see the option "receive email" anywhere.... How do I do this?
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Expert Comment

by:Feridun Kadir
ID: 38850883
Go to Settings | Workflow.

Create a workflow (type process) for the email entity. In the workflow select Scope, organization and Start when record is created.
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Author Comment

by:redworks
ID: 38850915
OK, doing that...

Go to settings, processes, create process, workflow
Processname: "Create Ticket"
Entity: E-Mail
Category: Workflow
New blank process

Then, I leave all defaults, select Scrope: Organization (why this option?)
I click "add step", Create Record.
Create Case
I click Properties

Problem is: I have to enter a title, and customer... It is possible a non-existing customer (i.e., does not exist as record) can E-Mail us...

Furthermore, I can not seem to be able to set the DESCRIPTION field...

How to do this?
So a case is generated, with the name+email adres of the FROM header of the email, and description of the E-Mail as case text?
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Author Comment

by:redworks
ID: 38852641
See link below. Allthough this is for CRM4 and I am using CRM2011, it should be the same.
http://blogs.msdn.com/b/crm/archive/2008/02/19/e-mail-to-case-lead-using-crm-4-workflow.aspx

I follow the steps exactly, and in System Jobs I see the task as executed and completed, it does not create the actual case... What am I doing wrong??
If I create a case manually, it works fine...
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Expert Comment

by:Feridun Kadir
ID: 38853029
It may help if you post a screenshot of your workflow. Does your workflow include a create case step and is the workflow running for emails as they are arrive in the queue?

Open an e-mail in the queue and then click Workflows in the left-hand navigation. This will show a list of system jobs, one record for each time the workflow ran for the e-mail. Double-click the system job. In the system job window you will see the steps for your workflow with ticks against each step that was executed.
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Author Comment

by:redworks
ID: 38854156
See image below. All seems to go OK.
(I use service@, not support@)

Email router picks up mail, workflow processes it (see it in system jobs also), and all seems to go OK, except for creating the case...

Workflow process
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Expert Comment

by:Feridun Kadir
ID: 38856910
Your screenshot looks like the outcome of a workflow running (i.e. a log). I see the first green tick but the absence of a tick against create case suggests that the if check failed and nothing else was processed.

Try changing the test to If E-mail: To equals and then click the lookup to your queue rather than using To Recipients.
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Accepted Solution

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redworks earned 0 total points
ID: 38934141
I managed to resolve this using not "equals" but "contains" in TO. Then it works
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Author Closing Comment

by:redworks
ID: 38949150
this was the answer
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