Hi Peter,

As per your above post what I understood is you want to display Email body details in Problem Details field when case gets created in CRM by Email. Yes, it seems to be feasible to implement in CRM by doing scripting in support /Communication .js file which you have configured.

But the correct way to implement this change is, we have to display “Email Subject” details in Problem Details field when case gets created in CRM by Email. Why I am proposing this solution is that, there might be chances that email body size gets increased due to which communication and case will not get logged in CRM .Which is incorrect?. And if user wants to know more details about the same then user can navigate to the communication tab under case context.

Hope this helps!

Regards

Dinesh

Hi Dinesh

Thanks for your reply. I appreciate your recommendation of just utilising the Subject line of the email as the problem details which they can then use to find the original email within the communication. This unfortunately doesn't meet the clients requirements. So would it simply not be possible to restrict the information that is picked out from the email itself?? Further to what we have already managed to pull out which ignores the small images so they are not attached to the documents tab.

In addition my second point on the return email generated at the moment it produces a very simplistic looking response. So can an email template be used instead?

Thanks again

Peter

Hi Peter,

The questions you are asking are very much development specific when it comes to inbound email customization. One has to have the expertise in server side JavaScript as well as sage crm api to understand these email rule JS files. With this knowledge almost every level of customization is possible using JavaScript can be done in these files. Now based on this you can address your requirements as follows.

1.Extracting email text: What you are looking for does have many solutions using the html text parsing etc. however you won’t be able to achieve complete full proof solution to it as you cannot control in what format email comes in. If you extract the contents using Body tags you will be getting entire email body and not one without signatures. In this case an implementation approach would have been to write below text in Details box.

“Please look under communications tab for detailed request logged by customer.”

You can do bit of screen level customization on this screen to open the communication in popup as well.

2.Templates for response: For your second question, yes you can use email templates for that. You can create email template in the SageCRM. This template is saved under email templates folder. In your rule file you have to write script to read email template contains and replace the # tags with actual content. You can pass this parsed content to mail sending method already in place.

Regards,
Dinesh