How to override or modify or restrict or control the TO and CC field when an email is triggered from CASE?
Hi Team,
I have followed a below setup to register a case automatically from emails.
https://academy.creatio.com/docs/user/service_tools/service_cases/case_settings/set_up_case_registration_from_emails_from_mailbox_alias
I configured a mail box and when a mail received, a new case is Created.
I see that this business process runs to send a notification when a case is created.
BP - Incoming email registration process
when a case stage is changed, I noticed that this business process triggers
BP - Send email to contact on case status change, this is linked to another Sub-Process BP - Send email to case contact.
Here, I would like to send the email only to the contact from whom a mail is received to Creatio CRM instance. All the CC has to be removed?
How to achieve this?
Scenario : MAIL Notification is sent only to the sender not to the people in CC
STEP 1 : support@MyCreatio.com ---> configured in Creatio CRM Instance
STEP 2 : A user (From : TestUser@Company.com , CC : TestUser1@Company.com, TestUser2@Company.com) sends a mail to support@MyCreatio.com asking for a clarification/request.
STEP 3 : A new case is created and a notification is sent to the user who created a request (i.e., From : Support@MyCreatio.com, TO : TestUser@Company.com, CC : TestUser1@Company.com, TestUser2@Company.com).
Here, I want to remove the CC and the notification is sent only to TestUser@Company.com from whom the request is created.
Please find the attached image below for reference,
Best Regards,
Bhoobalan P.
Like
Hello Bhoonalan,
Please enable Features CasesOnlyRespondToSender and SendOnlyToContactEmail . For MSSQL, use following script:
DECLARE @featureCode varchar(max) = 'Feature code',
@featureId uniqueidentifier;
set @featureId = (select top 1 Id from Feature where Code = @featureCode);
IF @featureId is null
BEGIN
insert into Feature
(Name, Code)
values
(@featureCode, @featureCode);
set @featureId = (select top 1 Id from Feature where Code = @featureCode);
END;
delete from AdminUnitFeatureState where FeatureId = @featureId;
insert into AdminUnitFeatureState
(SysAdminUnitId, FeatureState, FeatureId)
values
('A29A3BA5-4B0D-DE11-9A51-005056C00008', 1, @featureId);
This script enables the feature , or creates the feature if it's not created on your instance
Also, please enable sysSetting AutoNotifyOnlyContact.
Best Regards,
Yurii.
Yurii Sokil,
Thanks for the response!
I ran this query but I couldn't find the following two codes casesOnlyRespondToSender and SendOnlyToContactEmail in Feature table & AdminUnitFeatureState.
Kindly help me with where can I find the mentioned field values?
1.CasesOnlyRespondToSender
2.SendOnlyToContactEmail
Dear Bhoobalan,
If you cannot find this codes, it means that the record for that feature doesn't exist in the Feature Table.
Using the query i provided you can update the feature if it exists, or create it if it doesn't. So in your case the query will look like this(i'll only show the relevant piece of code, please use the full query mentioned above) :
DECLARE @featureCode varchar(max) = 'casesOnlyRespondToSender',
.........
DECLARE @featureCode varchar(max) = 'SendOnlyToContactEmail ',
...........
Best regards,
Yurii.
Yurii Sokil,
Great, Appreciate your assistance!
This helps and also can you please help me with reverting the changes to the previous or existing ones.