Cases

Auto Create Case


Purpose: Create a Case in SugarCRM from an email in Exchange. Usage scenario might be the following: support email arrives from a customer, corresponding case is created in SugarCRM, emails that come from this customer and apply to the same support case are automatically archived to the SugarCRM case. So, SugarCRM case contains all the information about collaboration with the customer.

Description: Automatic creation of cases in SugarCRM from letters in "CRM\Cases\Create Case" folder in Exchange.

Dependencies: List and Archive Cases

Synchronization Rules and Options:

  • Exchange to SugarCRM
    • Update SugarCRM case if it exists.
    • Create SugarCRM case if it does not exist.
    • Attach the case to existing SugarCRM account with matching email address.
    • If matching account was not found attach the case to existing SugarCRM contact with matching email address.
    • If neither account not contact is found then create SugarCRM account with email sender name and address and attach the case to it.
    • If not yet done then archive the Exchange email to corresponding SugarCRM case.
    • Assign the following categories to Exchange email after synchronization: Archived, CRM.
  • Exchange Categories
    • Archived, CRM
List and Archive Cases

Purpose: Create folders in Exchange for SugarCRM cases. Automatically archive emails put in these folders to corresponding cases. Create web links to SugarCRM cases by means of Exchange emails. Usage scenario might be the following: support email arrives from a customer, corresponding case is created in SugarCRM automatically, emails that come from this customer and relate to the same support case are automatically archived to the SugarCRM case. So, SugarCRM case contains all the information about collaboration with the customer.

Description: Automatic creation of corresponding Exchange folders in "CRM\Cases\Archive To" for SugarCRM cases. Emails archiving for cases. Listing of SugarCRM case details in "CRM\Cases" folder. Email items in "CRM\Cases" are auto created, contain snapshot of SugarCRM cases and back references.

Dependencies: Auto Create Case

Synchronization Rules and Options:

  • Exchange to SugarCRM
    • Archive the Exchange email to corresponding SugarCRM case (determined by Exchange folder name).
    • Assign the following categories to Exchange email after synchronization: Archived, CRM.
  • SugarCRM to Exchange
    • Create a folder in Exchange inside "CRM\Cases\Archive To". Name of the folder is equal to SugarCRM case name.
    • Create an email with the case details in "CRM\Cases" folder.
  • Exchange Categories
    • Archived, CRM

Case Presentation In Exchange/Outlook

Each SugarCRM case is represented as email in "CRM\Cases" Exchange folder. These emails contain a set of additional fields:

  • CaseNumber,
  • CaseType,
  • CasePriority,
  • CaseStatus,
  • CaseResolution.
To display columns for these fields in Outlook go to "View Settings... > Columns" and create columns with corresponding names: Setup email columns in Exchange

Case list looks as follows:

Case list

Example of the email representing a case:

Case email

Hint: Press "Edit>>" link in this email to open corresponding case in SugarCRM.