how to populate case fields by taking info from email subject

[concept]

Is there a way to populate the fields of a case automatically?

I explain:
upon receipt of an email, I would like to have depending on the email subject ( for example phone, home, car) populated the 'area' of the case ( field of type select) and consequently assigned the relevant team ( for example team voice, team property, etc.)

thanks

[victor]

Are you familiar with the functional Email-to-Case? I think this functionality will almost completely satisfy your need:

https://www.espocrm.com/features/email-to-case/

https://docs.espocrm.com/administration/emails/#email-to-case

However, if we talk about focusing on some word in the Subject of your email, then you can create a workflow (you need to have the Advanced Pack extension), for example, the one shown below:

[concept]

Hi,
if I want to insert a list of admitted words in the subject of the email?
I give an example:
word list: home, car,travel
email> subject: may have one of these words

therefore

if email>subject: home -> then assign to the Real Estate team
if email>subject: car -> then assign to the rental team
if email>subject: travel -> then assign to travel agency team

if the example is not clear, I will try to explain it better.

[victor]

if I want to insert a list of admitted words in the subject of the email?

Create 2 more similar workflows, where the Conditions will be "home" or "travel" instead of "car", well, and assign other commands ("Real Estate" or "travel agency") to each keyword.

It is also possible to create 1 BPMN with three different flowcharts. Everything will also work.

[concept]

I followed your steps, but it doesn’t work.

[victor]

Before advising you, I tested the workflow shown in the screenshot in the previous post. From a third-party email, I sent a letter with the word car in its title. I received this email and workflow worked: a case was created, into which workflow copied the fields shown in the screenshot (in my previous post).
Please note that this is only an example and the Terms and Conditions can be improved.

[concept]

In my case, through the subject of the email I have to populate a field of type 'enum'.

The ticket (case) is correctly created ( by activating ' create case' in the email account group)
but the field 'area' ( enum field) is not automatically populated.

[victor]

Are you talking about the Email-to-Case feature or the workflow I suggested?
Because Email-to-Case does not fill custom fields, but in Workflow, BPMNs or in a formula, you need to specify which field under which conditions should be filled with one or another value.

[concept]

So I was doing it all wrong?
I activated the email-to-case feature and then played your example ( with my values).
Is that why it doesn’t work?

[victor]

Email-to-Case has nothing to do with Workflow - they are different things. And if you decide to use Workflow itself, then the approach to Conditions and Actions of your workflow should be as detailed as possible.

[concept]

victor
How can I set the BPM to correctly follow the appropriate flow?

[victor]

victor
How can I set the BPM to correctly follow the appropriate flow?

I've added different variations of what the car keyword might look like. You can of course add many more options to make the trigger work exactly. Here is an example of a Conditional Start Event:



An example of Activities > Task that will be executed:



For the other two Flowcharts, you can configure them yourself by analogy.

I remind you that there will be no difference for you between using three similar Workflows or three similar Flowcharts in one BPMN.

More about Workflows: https://docs.espocrm.com/administration/workflows/
More on BPMNs: https://docs.espocrm.com/administration/bpm/
Forum branch where you can order a customizer: https://forum.espocrm.com/forum/job-.../find-customer