Hello community,
How can this be achieved?
We have activated the Service module. When an email arrives in a specific mailbox, a Case is created automatically. This email serves as the parent activity for the created Case. Inside the Case, we have a button whose purpose is to trigger a business process.
Is it possible that, when this button is clicked, the email (parent activity) of the Case is forwarded to a specific email address? If so, how can this be achieved?
Sasor
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Hello,
Yes, this can be implemented in Creatio using a business process that is launched from your Case page button.
The typical approach is to “recreate” a forward as a new outgoing email that contains the original incoming email content (and, if needed, its attachments). Creatio will send it from the mailbox you specify in the process (it cannot send it “as the original sender”), but the result from the recipient’s perspective is effectively a forwarded message.
Ensure your Case page button launches a business process for the current Case record (pass the Case Id into a process parameter of type “Id/Unique identifier”).
In the process, use a Read data element to find the incoming email activity linked to the Case (typically the earliest/initial incoming email activity where the “Case” field equals the current Case Id).
If you need to forward attachments as well, add a Process file element configured to read files from the email activity’s attachments and store them “Use in process” as a file collection.
Add a Send email element to send an email to the required recipient address, populate the subject/body using values from the original email activity (e.g., subject = “FW: {OriginalSubject}”, body includes the original sender/date/body), and map the file collection from step to the Send email attachments.