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Reopen Case after Import E-Mail

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  • Reopen Case after Import E-Mail

    greetings,

    is there any way to set the status from a case to e.g. open, after there was an email imported to this case?

  • #2
    Hi

    Only manually by customizing application/Espo/Modules/Crm/Services/InboundEmail.php

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    • #3
      Is there already another solution or how would the customization look in InboundEmail.php?

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      • #4
        I think it's possible to implement via workflow or by customzing:

        Add to

        https://github.com/espocrm/espocrm/b...Email.php#L432

        PHP Code:

        $case
        ->set('status''Some Status');
        $this->getEntityManager()->saveEntity($case); 
        If we implemented this bahaviour I think about 80 percents of cases would be reopened because of "thank you" email. I've investigated this question when implemented case management long ago.
        Last edited by yurikuzn; 01-07-2018, 08:13 AM.

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        • #5
          I have now inserted the PHP lines, but unfortunately the status still remains "closed" or archived. What am I doing wrong or what should I do?

          For us, 95% of new requests are actually new cases, where the customer just responds to an old email. Unfortunately, we would thereby massively lose customer requests. What option is there here?

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          • #6
            Please try to add that code after this line: https://github.com/espocrm/espocrm/b...Email.php#L418
            I've mistaken.

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            • #7
              Thank you - now it works.
              Maybe you could put it in the back end as an option, that if jmd responds to a ticket it will open again - as an idea for the next update

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