we have recently deployed an on-premise install of Dynamics CRM 2011.
All seems to be going OK, and we want to start with full use of this application.
I have managed to setup E-Mail to Case, but it doesn't really do what we want.
What we want is a full-blown ticketing system for support.
So far it does:
Receive Email from a Queue with the E-Mail router
Check if email is sent to a specific email address (of support dept)
Create a contact for the FROM address
Create a case
Put email body text in a custom field I made (long text area)
Send an email back to the sender, saying his case was created (with case number)
What does not work:
When the contact is created, it does not check for duplicates. It easily makes thousand of the same records, if a user keeps emailing us. (Action: check if exists, then skip create contact)
When a user replies to the email (case number in subject), it creates a NEW case (e.g. "CASE 234 RE: CASE 123") with a new number. In fact, it shouldn't create a new one, but just update the text field of the existing one. (Action: check if case number from email subject exists, update that one)
The E-Mail body is taken an put into the custom field I created (long text area). However, HTML display as normal text, resulting in a mess. We need to clean up the HTML and just print text. (Action: Either make a field that is able to show HTML layout, or convert HTML body to plain text)
Mind you, I have not yet done custom scripts yet. I would need some pointers on how to install a custom script. I did find this guide: http://msdn.microsoft.com/en-us/library/gg695782.aspx
Is that a correct way of creating/installing custom scripts?