Service Creatio, customer center edition
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This documentation is valid for Creatio version 7.15.0. We recommend using the newest version of Creatio documentation.

How to create a case from an existing case communication email thread

You can create a new case based on an existing case communication thread. For example, if you need to solve an additional task concerning another service during processing a specific case. To create a case from an existing case communication email thread:

1.Open an existing case and go to the [Processing] tab.

2.Highlight a message text or portal post containing customer request. The btn_create_case_from_text.png button will appear in the top right corner of the highlighted text.

3.Click the newly appeared button (Fig. 1). As a result, a new case will be created with the following fields populated automatically: [Subject], [Description], [Source], [Contact], [Account],  and [Category] of the new case will be populated automatically.

Fig. 1 Creating a new case from the communication thread

scr_specs_service_requests_create_from_history_cc.png 

See also

How to process a case

How to calculate response and resolution time

Registering or binding a case from an incoming call

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