Hello Creatio Community,
In cases of autoreplies, the subject structure is always the same, e.g., "Re: [Subject]". How can we modify it to include the case number as well, e.g., "Re: [Case #123] [Subject]"?
Overview
Creatio's Service Desk sends automatic autoreplies when cases are created from incoming emails, but the default subject doesn't include the case number. This makes it harder for customers to reference specific cases in follow-ups.
Goal
We want the autoreply subject to dynamically append the generated case number (e.g., "SR-123") right after creation/registration.
How can we achieve this?
Sasor
Like
Hello Sasori!
To modify the autoreply subject to include the case number you need to edit the relevant template:
- Go to the System Designer → Lookups → Message templates.
- Locate and edit the relevant template (such as "Case update: new message received").
-
In the Content Designer, update the subject line to include the case number macro, for example:
Subject: Case #[#Number#] "[#Subject#]" update: new message received
- Save the template.
Send a test case email to confirm the new subject format appears as expected.
Eduard Dovydovskyi,
Hello Eduard. This approach does not apply to the Cases section. The subject will be overriden like this RE: (Subject of Parent Activity)
Best regards
Sasor