Set up automatic categorization of cases registered from email

Configure automatic category identification for cases registered from incoming emails to accelerate the processing of new cases created from emails. Creatio can assign categories for cases received from various shared email accounts.

The setup procedure is as follows:

1. Make sure that support mailboxes are configured. Instructions: Set up support mailboxes.

2. Enable automatic categorization in the "Enable the relationship between support mailboxes and the categories of processed cases" ("DefineCaseCategoryFromMailBox" code) system setting.

3. Map support mailboxes to case categories in the List of mailboxes for case registration lookup. To do this:

   1. Select a mailbox to map to case categories and click . This opens the edit page.

   2. Specify the value in the Case category field. Creatio assignsthis value to all cases registered from this mailbox. For example, "Service request".

   3. If you have already configured case registration from incoming emails for several mailboxes, repeat steps a and b for each mailbox.

As a result, Creatio will categorize all cases registered from selected mailboxes automatically.

Set up case registration from emails sent to mailbox alias 

Creatio can automatically register cases based on the emails that were forwarded to the Creatio mailbox from a different email.

note

Creatio does not add new cases for emails that were copied from one mailbox to another on the email server.

1. Click to open the System Designer.

2. Open the Lookups section.

3. Open the List of mailboxes for case registration lookup.

4. Click New.

5. Fill out the parameters of the new record:

   Parameter	Parameter value
   Mailbox	The mailbox that was synchronized with Creatio.
   Mailbox alias	The mailbox alias from which the emails are forwarded to the Creatio mailbox.
   Case category	The default category for all cases received from this mailbox. This lets you set up different categories for cases that sent to a regular mailbox and those forwarded from mailbox aliases.

6. Add a lookup record for each mailbox alias that receives support emails.

If Creatio does not register cases from emails sent to mailbox aliases, check if the email client sets the "Auto-Submitted: auto-generated" tag for the forwarded messages. Cancel tagging the emails with this tag if your email client permits it. If the "Auto-Submitted" tag is required, make sure that you set its value to "No." If you cannot manage tags in the email client, disable protection from auto-generated emails in Creatio. However, this decreases the strength of Creatio’s spam protection. To do this:

1. Click to open the System Designer.

2. Open the Lookups section.

3. Open the Email header properties management lookup.

4. Click "Auto-Submitted" and clear the checkbox in the Active column.

As a result, Creatio will register cases from emails that were forwarded to the Creatio mailbox from a different email.

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See also

Set up a shared email account