How to customize default email for sending mails for case registration for different business units
Hi,
We have several business units and for each business unit there is separate mailbox.
We are facing an issue when we create a case manually for a specific business unit then email should get triggered to the contact with the Business unit specific email but every time we create a case regardless of the business unit , the mail is triggered from a single mailbox.
How can we resolve this problem?
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Hi!
I would like to clarify how the logic related to case category and mailbox selection works in the system.
1. When an email is sent to the application
If an incoming email is received by a mailbox that is registered in the system for email processing, the system assigns the Case Category based on the configuration of that mailbox.
As a result, when replying to that case later, the system will automatically send the outgoing email from the mailbox associated with the assigned Case Category.
The system will always attempt to send the reply from the same mailbox that originally received the email. This behavior is built into the standard functionality.
2. When a case is created manually
In this scenario, the logic depends on the following system setting and feature:
System setting: DefineCaseCategoryFromMailBox
Feature toggle: CategoryFromMailBox
If both the system setting and the feature are enabled, the system will select the mailbox whose category corresponds to the category of the case.
The category–mailbox relationship is configured in the lookup where email addresses are specified for mail registration - List of mailboxes for case registration lookup.
In that case, the system use the default system mailbox - "SupportServiceEmail" mailbox.
Please verify:
- That the DefineCaseCategoryFromMailBox system setting is enabled.
2. That the CategoryFromMailBox feature is enabled.
3. That the correct category is configured for the relevant mailbox in the lookup.
Additionaly, I recommend splitting the cases into separate categories according to the Business Unit.