E-mail to Case/Lead Using CRM 4 Workflow

BioSensorAB » E-mail to Case/Lead Using CRM 4 Workflow

BioSensorAB » E-mail to Case/Lead Using CRM 4 Workflow — Tue, 19 Feb 2008 19:10:23 GMT

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re: E-mail to Case/Lead Using CRM 4 Workflow

Travis — Tue, 19 Feb 2008 20:08:31 GMT

Great post, the only missing part is removing the email from the Queue as it has now been 'processed'. Is there a way to do that?

re: E-mail to Case/Lead Using CRM 4 Workflow

Shaun — Tue, 18 Mar 2008 07:33:27 GMT

I tried this but am not getting the expected results. Emails that arrive in my queue have the from address set to the correct CRM contact and the regarding as blank. The case get's created correctly but the case customer can only be linked to the email regarding which is blank and therefore uses by default value not the from address of the email. Did I miss something?

Thanks.

Shaun

re: E-mail to Case/Lead Using CRM 4 Workflow

Tony — Sun, 23 Mar 2008 02:14:10 GMT

I have the same problem as Shaun,

The email that is dropped in the queue does not have the regarding field set to the account so I can't assign the case to the account.

Any suggestion?

re: E-mail to Case/Lead Using CRM 4 Workflow

Eric — Tue, 25 Mar 2008 08:35:04 GMT

Having an issue as well. Am I right in stating...this workflow will fire with each email created, regardless if related to queues or not, because the "start when" is marked as "record is created"? I think I got into a nasty loop. So my other workflows that send auto response emails are getting mixed up...leaving workflows in "waiting".

re: E-mail to Case/Lead Using CRM 4 Workflow

Tony — Thu, 27 Mar 2008 06:07:39 GMT

Eric: Yes, the workflow applies to all emails and not just the ones from within the queue created.

I had the same surprise when I tried to implement it. I wish there was a way to limit to the queue only because it seems like a lot of resources are wasted trying to apply the workflow on all incoming emails when only 10% are actually worth testing (and we know which 10% it is!).

re: E-mail to Case/Lead Using CRM 4 Workflow

Pål-André Kjøniksen — Mon, 31 Mar 2008 16:57:51 GMT

Have you figured out how to assign the case to an account?

I have the same problem when trying to convert an e-mail to campaign response.

You save my day if you have a solution! :-)

re: E-mail to Case/Lead Using CRM 4 Workflow

DaveMi — Sun, 27 Apr 2008 21:24:00 GMT

Have a look at

http://www.codeplex.com/crmqueuemanager

as well. Solves some of the problems, but isn't as intuitive as a workflow.

re: E-mail to Case/Lead Using CRM 4 Workflow

JKDeveloper — Mon, 12 May 2008 17:13:55 GMT

I have the workflow working well. My big issue is trying to get the text equivalent of the message body into an ntext field in the case. The email attribute {Description} moves across as HTML text. The email attribute called {Email Message} has only part of the actual text? How do you get the body of the email in pure text for use in a text field?

re: E-mail to Case/Lead Using CRM 4 Workflow

Jagan Peri — Wed, 14 May 2008 03:55:46 GMT

I apologize for the delay in responding to the questions. I would like to address the questions around the regarding field not being set on the email activities.

There isn't an out-of-box solution that will automatically set the regarding field of NEW emails to point to a customer. There are workarounds available. To understand the limitation, let us walk through how email smart matching works. http://blogs.msdn.com/crm/archive/2008/01/29/what-s-new-in-microsoft-dynamics-crm-4-0-e-mail-integration.aspx has more details...

When a new email is received, the email router creates an email activity and can populate fields on this email activity. It can fill in from/to fields. For regarding fields, it tries to check if there are any existing emails with similar subjects/participants and if there is a match, it will set the regarding of the newly created email activity to be the same as that of the match...

What happens if there isnt an existing match? Now, emails can be regarding not just accounts/contacts -- They can be regarding a fairly large number of entities in the system (quotes,orders,invoices etc) including custom entities... Hence, the email router leaves the regarding field blank since it doesn’t have an easy way to guess what this email is about...

As a workaround, you can write a custom workflow activity (or a plugin) -- For example: If you enforce that all submissions to the support queue have to include a customer identifier (could be an email address or some other identifier), your plugin/custom workflow activity can retrieve the account/contact that matches this identifier and set it as the regarding object (be sure to set the regarding value only if it hasnt already been set by the router).

I'll be happy to post the sample code for doing this if there is enough interest.

thanks

Jagan Peri

re: E-mail to Case/Lead Using CRM 4 Workflow

Wilson — Fri, 16 May 2008 07:05:15 GMT

I'd be interested in the sample code.

Thanks,

Wilson

re: E-mail to Case/Lead Using CRM 4 Workflow

Hitesh Varsani — Fri, 16 May 2008 15:41:21 GMT

In step 4c ..if the email is from someone who isn’t already in the system...

How do I create a workflow to create a contact automtically?

Regards,

Hitesh

E-mail To Case Using Workflow - Update

Microsoft Dynamics CRM UK Blog — Fri, 13 Jun 2008 01:14:33 GMT

Voodoo Chile... Having implemented the workflow described by Jagan here to take an incoming e-mail and

re: E-mail to Case/Lead Using CRM 4 Workflow

Cencom Solutions Ltd — Tue, 17 Jun 2008 14:19:18 GMT

I echo the question from JKDeveloper how to populate the case descrition from the e-mail description. We assume you either strip out the text portion of the e-mail or somehow use an iframe.

re: E-mail to Case/Lead Using CRM 4 Workflow

Gavin — Tue, 17 Jun 2008 23:08:54 GMT

Am i missing sonething here, I am unable to get the case assigned to the person who sent in the email - am i th eonly one who got this wrong?

re: E-mail to Case/Lead Using CRM 4 Workflow

Enrique — Wed, 18 Jun 2008 13:14:33 GMT

I have same question about the description in html format as JKDeveloper and Cencom. Case is created but the contents in description field is not legible. Any hint?

Thanks

Getting Email Body into Task

Solodev — Tue, 01 Jul 2008 17:27:13 GMT

I am doing this workflow, but also then creating a task for the case. I would like the body of the email inserted into the task.

I saw someone above ask something like this. Is it possible to insert the email body anywhere using the workflow tool?

Thank you in advance,

Shawn

re: E-mail to Case/Lead Using CRM 4 Workflow

Jagan Peri — Thu, 03 Jul 2008 05:06:12 GMT

Hi Shawn,

The description field on email has the body, so you can use that to insert the email body into the task that you are creating...

The issue that was brought up is that the email description field has additional tags dealing with fonts etc (<P><FONT face="Tahoma, Verdana, Arial" size=2> as an example). There isnt any field on email that has just the plain body without the above tags...

Just an idea as I've not tried this -- One workaround might be to have some jscript code that can filter out the above tags when a task is being loaded..

Jagan Peri

re: E-mail to Case/Lead Using CRM 4 Workflow

Jamie — Fri, 04 Jul 2008 23:29:53 GMT

In my workflow, on the step which creates the case, I have the "Customer*" field set to "{Regarding(E-mail)}". As per your tutorial. However, no matter whic customer sends an email, the case is never created due to an error: "The Incident is missing parent customer".

Which means that it could not find a contact with the email address from which the original email was sent.

I know that that contact is valid with the correct email, and there is no duplicates and the email when it arrives in the queue resolves it to the correct CRM contact as well...

Jagan, if you specify NOT to choose a default contact (in your case, "Test"), does your case creation resolve properly to a real CRM contact?

re: E-mail to Case/Lead Using CRM 4 Workflow

Jagan Peri — Mon, 07 Jul 2008 04:53:43 GMT

Hello Jamie,

I'm suspecting that in your case, the email activities have their regarding set to some thing other than a contact (for example: the regarding could be another email etc)... This is actually the default behavior of the email router.

Can you open your email activity and check its regarding property?

You might also want to check out a more recent blog from me on how to make emails resolve to the correct contact -- Search for "Custom Workflow Activity for matching email addresses to customers"

thanks

Jagan

re: E-mail to Case/Lead Using CRM 4 Workflow

Jamie — Thu, 10 Jul 2008 18:48:30 GMT

When the email comes into the queue, the regarding field is empty... I have tried many different queues but they all come in with the regarding field not being set. Is there something I must do when setting up the queue to ensure that the Email regarding field gets a Contact put into it?

re: E-mail to Case/Lead Using CRM 4 Workflow

Jagan Peri — Mon, 14 Jul 2008 20:03:29 GMT

Hi Jamie,

You can look at a response that I posted for this blog (on Tuesday May 13) explaining why the regarding field shows up empty...

One way to workaround this is to write a custom activity that sets the regarding field based on sender's email address -- You can search for a blog "Custom Workflow Activity for matching email addresses to customers" to see the sample code.

thanks

Jagan Peri

re: E-mail to Case/Lead Using CRM 4 Workflow

Peter P — Wed, 30 Jul 2008 19:12:25 GMT

I am trying to create an Email to Lead with no luck - so I tried an Email to Case and I don't even get the Queue populated. Followed every step to the letter - Just doesn't work.

re: E-mail to Case/Lead Using CRM 4 Workflow

Engan — Fri, 01 Aug 2008 17:10:33 GMT

Hi.

Your article is very useful, but i have a problem: The original email still is in the queue. Both the new case and the email.

Is there a way to remove it automatically?

Engan

re: E-mail to Case/Lead Using CRM 4 Workflow

Chris — Wed, 03 Sep 2008 18:07:55 GMT

Hello Jagan,

I have been reading these posts and I have a problem similar to those described above - I need to to know how to have a workflow in CRM 4 create a contact automatically. Could you send me the code you mentioned in the post above from Hitesh Varsani?

Thanks!

Chris

re: E-mail to Case/Lead Using CRM 4 Workflow

Vishy — Mon, 29 Sep 2008 15:07:05 GMT

I have slightly different problem,

When a case record is assigned to a queue, an E Mail has to be sent , how can i acheive this, i tried workflows which dint work please kindly help me on this...

re: E-mail to Case/Lead Using CRM 4 Workflow

Ranjan Banerji — Mon, 20 Oct 2008 22:49:45 GMT

I am attempting the reverse of what you have mentioned here, i.e., I am dealing with output properties.

Imagine receiving an email and I need to check something upon receipt before I proceed. Such as does this email represent a case/incident/customer that already exists.

So I created a custom step with a CrmOutput property that returns 0 if this is an exsiting case and a 1 if a new case needs to be created.

My worklfow looks like:

if custom step is 1 then

create new case

exit workflow

My problem is that when I create a check condtion I see no signs of my output property. So how do I create a condition for it. What am I missing? Shouldn't my output property be visible somewhere in the UI for a check condition?

Thanks,

Ranjan

re: E-mail to Case/Lead Using CRM 4 Workflow

Ranjan Banerji — Tue, 21 Oct 2008 16:45:12 GMT

Nevermind. I deleted my workflow from the UI and recreated it using my custom step and now I see my output property in the check conditions.

Thanks,

Ranjan

re: E-mail to Case/Lead Using CRM 4 Workflow

Rakesh Agarwal — Wed, 12 Nov 2008 09:04:30 GMT

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I have tested this product out and owrks great.

re: E-mail to Case/Lead Using CRM 4 Workflow

Rohit — Thu, 20 Nov 2008 18:47:26 GMT

Please tell me procedure to do it using .Net.

As i am new to customizations.

re: E-mail to Case/Lead Using CRM 4 Workflow

DAVID WITHERS — Tue, 13 Jan 2009 22:11:56 GMT

How do we do this for internal users? AKA a support queue? I can't find a wa to set the regarding to be a user.

re: E-mail to Case/Lead Using CRM 4 Workflow

Dominic Snell — Mon, 06 Apr 2009 12:00:10 GMT

We have implemented a workflow that also has a custom function that populates the regarding field of the email before creating a new case. This works fine. For anyone else doing this work - make sure your workflow also checks the Email Tracking token for new emails recieved. This way, a new case will not be created for emails that are in reposnse to CRM emails.

re: E-mail to Case/Lead Using CRM 4 Workflow

Joeri — Fri, 10 Apr 2009 12:05:53 GMT

Hi,

this is a very interesting thread.

In our company i would like to do the following scenario :

I have a Queue setup where all requests come in from customers.

We have a central person looking at the Queue and deciding for who this message is intended.

this person makes a selection thru a custom item on the mailform.

the persons who the mail will be intended to are non CRM users.

Once the selection is made, a case will be created automatically. (all this is working well with workflows.

What i want now, is a way to forward the mail coming from the customer with a tracking token to the created case... as the original mail got into the history of the created case...

since the other people are non crm users they got nothing of course.

any way i can auto forward a mail by using a workflow ?

Regards

Joeri

re: E-mail to Case/Lead Using CRM 4 Workflow

Simon — Wed, 29 Apr 2009 17:07:00 GMT

I got around the issue of having the case and email in the same queue by creating a new queue (called 'Email Archive') and asigning the email to this queue in the main workflow.

Works for us, is easy for the user to look at incoming emails, and (eventually)I'll write a system job to purge the emails in this queue automatically (say every 24 hours.)

Happy Coding,

Simon

re: E-mail to Case/Lead Using CRM 4 Workflow

Pal — Wed, 27 May 2009 14:36:08 GMT

What happens when i mark 2 or more queues in to recipients of the email and send it to CRM? Will it create many tickets? How does this work in CRM?

re: E-mail to Case/Lead Using CRM 4 Workflow

jasper — Wed, 03 Jun 2009 11:32:01 GMT

We're using a workflow very similar to this workflow to handle our incoming support requests. However we have not been able yet to solve the issue of all the email activities in the queue.

It would have been nice if this how-to followed through, and suggested how to deal with the emails in the workflow.

Otherwise this how-to does not seem complete in my point of view.

Good CRM Resources

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1. Microsoft VPC Software – Allows running a virtual machine, required for item 2 in this list http:

re: E-mail to Case/Lead Using CRM 4 Workflow

Harish shinde — Tue, 04 Aug 2009 22:35:17 GMT

I m facing deployment issue while working with Custom workflows.. is there is any steps I need to follow..I deployed the dll using plugin registration tool and also publish my workflow..but some time it doesn't work and when I do the iis reset or re publish the workflow it will start working.. does anyone identified the same issue what is the resolution..

re: E-mail to Case/Lead Using CRM 4 Workflow

Bill — Wed, 19 Aug 2009 09:49:33 GMT

all,

I have followed the above instructions to creat a case using workflow,

i have created a queue cc-support, all support emails comes to this queue.

when i receive the email the workflow runs ...and i check the workflow status it says succeeded, but they case is not generated. i cant see any case being generated under cases.

can any one replay please.. thanks in advance.

Bill

re: E-mail to Case/Lead Using CRM 4 Workflow

Bill — Fri, 21 Aug 2009 05:11:19 GMT

I tried this but am not getting the expected results. Emails that arrive in my queue have the from address set to the correct CRM contact .The case doesnt get created, but wen i check the system job the status reason is succeeded.

any Idea?

re: E-mail to Case/Lead Using CRM 4 Workflow

TonyV — Wed, 16 Dec 2009 00:43:02 GMT

I have the workflow running, but when the e-mail regarding is updated the Body of the e-mail is removed, so we loose the incoming e-mail question.

I've tried re-inserting the Description, but this adds formatting tags as mentioned above.

The only field I have touched in the Update is Regarding.

Is there something I am doing wrong for the e-mail body to be stripped out in the frist place?

Suggestoins? Thanks,

re: E-mail to Case/Lead Using CRM 4 Workflow

Vasiliy Bulgakov — Fri, 25 Dec 2009 13:51:40 GMT

Good blog, help me with creation of "email to case" :)

But I have one question - if I have custom fields inside case - how I can fill it from email?