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Inbound email to case assignment

Question asked by pavan agrawal on Apr 9, 2018
Latest reply on Apr 11, 2018 by pavan agrawal

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Hi,

We are able to create a case using inbound email.

I want to change case assignment to be a single user.

When i change priority in InboundEmail.php file, it is working however assigned user id is not updating.

function handleCreateCase($email, $userId) {
global $current_user, $mod_strings, $current_language;
$userId = "xxxxxx-xxxx-xxx-xxx-xxxxxx";
$mod_strings = return_module_language($current_language, "Emails");
$c = BeanFactory::newBean('Cases');
$this->getCaseIdFromCaseNumber($email->name, $c);

if (!$this->handleCaseAssignment($email) && $this->isMailBoxTypeCreateCase()) {
// create a case
$GLOBALS['log']->debug('retrieveing email');
   $email->retrieve($email->id);
   $c = BeanFactory::newBean('Cases');
   $c->description = $email->description;
if (empty($c->description) && !empty($email->description_html)) {
   $c->description = $email->description_html;
}
$c->assigned_user_id = $userId;
$c->name = $email->name;
$c->status = 'New';
$c->priority = 'P2';

Please help me. Thanks!

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André Lopes Apr 9, 2018 9:04 AM

Hi pavan agrawal

What is the version of your SugarCRM instance?

It is not a good idea to modify a core script because it is not an upgrade safe procedure.

Eventually you can update the assigned user through Process Author of ENT edition.

Regards

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pavan agrawal @ André Lopes on Apr 9, 2018 11:45 PM

Thanks for reply.

We are using SugarCRM pro 7.9.0.1. Can we not update InboundEmail.php file in custom directory?

We don't have Process Author module.

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André Lopes @ pavan agrawal on Apr 10, 2018 3:55 AM

You can extend the class InboundEmail this way:

Create an extended Include (custom/Extension/applicaton/Ext/Include/somescript.php) with a content like that:

<?PHP
$objectList['InboundEmail'] = 'InboundEmail';
$beanList['InboundEmail'] = 'CustomInboundEmail';
$beanFiles['CustomInboundEmail'] = 'custom/modules/InboundEmail/InboundEmail.php';
?>

Create the file custom/modules/InboundEmail/InboundEmail.php which declare the class CustomInboundEmail which extends the default class InboundEmail.

Override the method you need to.

Go to Admin -> Repair -> Quick Repair and Rebuild

If you add a debug entry into method handleCreateCase in order to track the chosen assigned_user_id can you confirm this is the one assigned to the new Case?

Regards

1 person found this helpful

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pavan agrawal @ André Lopes on Apr 11, 2018 7:34 AM

Thank you!!

It is working..:)

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4 Replies

André Lopes Apr 9, 2018 9:04 AM
Mark Correct
Correct Answer
Hi pavan agrawal

What is the version of your SugarCRM instance?
It is not a good idea to modify a core script because it is not an upgrade safe procedure.
Eventually you can update the assigned user through Process Author of ENT edition.

Regards
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- pavan agrawal @ André Lopes on Apr 9, 2018 11:45 PM
  Mark Correct
  Correct Answer
  Thanks for reply.
  We are using SugarCRM pro 7.9.0.1. Can we not update InboundEmail.php file in custom directory?
  
  We don't have Process Author module.
  Like • Show 0 Likes0
  Actions
  - André Lopes @ pavan agrawal on Apr 10, 2018 3:55 AM
    Mark Correct
    Correct Answer
    You can extend the class InboundEmail this way:
    
    Create an extended Include (custom/Extension/applicaton/Ext/Include/somescript.php) with a content like that:
    <?PHP
    $objectList['InboundEmail'] = 'InboundEmail';
    $beanList['InboundEmail'] = 'CustomInboundEmail';
    $beanFiles['CustomInboundEmail'] = 'custom/modules/InboundEmail/InboundEmail.php';
    ?>
    Create the file custom/modules/InboundEmail/InboundEmail.php which declare the class CustomInboundEmail which extends the default class InboundEmail.
    Override the method you need to.
    
    Go to Admin -> Repair -> Quick Repair and Rebuild
    
    If you add a debug entry into method handleCreateCase in order to track the chosen assigned_user_id can you confirm this is the one assigned to the new Case?
    
    Regards
    1 person found this helpful
    Like • Show 1 Like1
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    - pavan agrawal @ André Lopes on Apr 11, 2018 7:34 AM
      Mark Correct
      Correct Answer
      Thank you!!
      It is working..:)
      Like • Show 0 Likes0
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