c360 Forums / Version 3 Product Questions / EmailToCase / Service Productivity Pack

Dynamics CRM v4.0 and E-mail to Case

astanton — Wed, 19 Dec 2007 15:02:44 GMT

Will there be an updated e-mail to case application for the new Dynamics CRM v4.0 software or will you depend on the new workflow to handle that situation?

If there will be a new product when will it be released?

Thanks Anne Stanton

E-Mail Body to Case Description

astanton — Fri, 14 Dec 2007 05:53:08 GMT

Does the c360 module support the mapping of the original e-mail "body" into the actual Case Record Description field?

If it does not support this what are other firms doing? Is there a work around?

Thanks Anne

Version 3.0.9 of Email To Case has been released

Arvind Raman — Mon, 06 Aug 2007 22:24:02 GMT

Version 3.0.9 of Email To Case has been released today. The products can be found on the regular product download page

http://www.c360.com/DownloadRegister.aspx

Release Notes

Fixed Issues

· An email whose 'From' address in same as the account record is not processed to a case. Email whose 'From' address in same as the account record was not getting processed to a case. This has been fixed.

· An email is not resolved by associating from address of the email with the email id of the newly created contact. This fix will eliminate the problem related to email not being converted to case, if the sender of the email is a newly created contact which is created through c360 Email to Case product.

Case to inherit attributes from email

jsopper — Fri, 11 May 2007 08:58:31 GMT

EmailToCase can create a case with certain attributes inherited from the original incoming email (subject line and "from" field) - is there any way to allow the case to inherit other attributes?

For example, if the incoming email was set to high priority, could the resulting case also be set to the same priority as a default?

Hotfix (Maintenance Release 2) for Email To Case available now!

Arvind Raman — Mon, 07 May 2007 09:57:51 GMT

A hotfix (Maintenance Release 2 - version 3.0.8.371) is available now. The patch as well as the release notes can be downloaded from the link below
http://www.c360.com/Download/MR2/c360.EmailToCase.PatchRelease.zip

Note - This patch setup can only be installed on top of version 3.0.8.191(and/or MR1 - version 3.0.8.257)

Permission Problems.

ctaborda — Tue, 24 Apr 2007 16:36:45 GMT

error 1

4/24/2007 3:34:38 PM

Scanning queues...

Scanning queue support@ibthost.com. Found 4 items.

Error occurred while processing email with subject 'Horrible printer' from 'carlos@carric.net' due to 'Server was unable to process request.'

Error occurred while processing email with subject 'Internet Down' from 'carlos@carric.net' due to 'Server was unable to process request.'

Error occurred while processing email with subject 'Mail down' from 'ctaborda@lansyx.com' due to 'Server was unable to process request.'

Error occurred while processing email with subject 'd' from 'ctaborda@lansyx.com' due to 'Server was unable to process request.'

0 items successfully processed in queue support@ibthost.com

4/24/2007 3:34:43 PM

Text Slugs

krudolph — Tue, 29 Aug 2006 17:51:19 GMT

On page 21 of the Installation and Configuration Guide, the screen shot shows two slugs {ticketnumber} and {title}. Are there any other slugs that can be used in the outgoing email? It seems strange that something like this wouldn't be included in the guide.

Processing E-Mails That Are Not New Cases

hsphull — Tue, 14 Mar 2006 06:56:35 GMT

If an e-mail is sent to a queue just for information purposes, i.e. CC: or BCC: does this still converted to a new case?

Assigning cases to queues with Email To Case

Kevin Eichelberger — Mon, 20 Feb 2006 12:24:08 GMT

The following question was posted via our website:

[quote]We need some way to parse the incoming messages so we can assign them to different Queues, but not based on just email address… Anything you can help us out with on this?[/quote]

The answer is yes, you can assign cases to other queues based on more than just email address. When Email to Case handles an incoming email, say, for example to support@c360.com, it creates a case in CRM and it is queued in the "Support" queue.

But, in addition, you can use CRM workflow rules to route that case to other queues based on different criteria when the case is created.

KB articles

Jeremie Desautels — Tue, 31 Jan 2006 13:20:00 GMT

Please read the following articles to learn about the known issues and possible workarounds related to EmailToCase for Microsoft CRM v3: http://www.c360.com/Support/?subjectid={CC3C390D-D333-4926-86D0-978DE1A4BC94}&name=CRM%20v3.0%20-%20Email%20To%20Case