How to create process workflow for incoming emails to create a case CRM 2011

Hi,

I'm want to achieve two simple tasks.

- I want a new case under service to be created once an new email is received to a particular email address queue or user.
- I want an email to be sent to that user to state the email.

I have been creating and testing process workflows but I'm probably doing it all the wrong way.  Does anyone have a guide of doing this or some tips?
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benowensAsked:
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Rikin ShahMicrosoft Dynamics CRM ConsultantCommented:
Hi,

You can create a workflow on email create and check if incoming mail is the correct one.
Create a case record that takes information from email through workflow and assign the attributes.
Send and email in the next step to the individual to state.

Remember: the case will not be converted from email... the email remain as is.
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benowensAuthor Commented:
That sounds good and quite simple.  Is there a way the email response can include the case reference number that has been created in the workflow you're describe do you think?
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Rikin ShahMicrosoft Dynamics CRM ConsultantCommented:
Hi,

You can have another workflow which fires itself when a new case is created.
You can get the case number from workflow and assign it to email to be send.
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benowensAuthor Commented:
Thank you.  I think that call sounds good.  The problem I'm having actual steps to be used in the Process dialog.  Do I select create case, select a queue bin if email received then do this.  The reason I ask is I'm sure I've been through similar steps with no success.  I'm obviously missing something.  Sorry to be totally thick, but could you break down what your simple steps/conditions would be for the workflow?
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Rikin ShahMicrosoft Dynamics CRM ConsultantCommented:
Hi,

If anyway you are going to do some advancements for ticket system then I would suggest you go for plugin.

I have solved similar problem check here-
http://www.experts-exchange.com/Microsoft/Applications/Microsoft_Dynamics/Q_28021675.html
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