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LBSLBS 

Add Case Fields in to Email Reply Subject

Hi All,

 

Without changing the template, is there any way that we can include case fields like case Subject, Case Number in to the Email Subject in 'Send an Email' option under Case? Also I need to do the same when we reply to a existing email. 

 

The reason Im not using an email template is that once we change the email template, it will delete the existing body and replace with the email template's body. That will confuse our customers.

So Is there any way that we can overcome this issue? 
Or else can I customize this?

 

Thanks

Ashish_SFDCAshish_SFDC

Hi LBS, 

 

If not using Email Templates, you hav eto use Visualforce email templates, Instead I would suggest use the Merge Fields available in Email templates, in which body can be edited before sending if needed.

 

https://help.salesforce.com/HTViewHelpDoc?id=merge_fields_email_templates.htm&language=en_US

 

Regards,

Ashish

Sonam_SFDCSonam_SFDC

Hi LBS,

 

It would be tough to implement this without using/editing the email template but a quick workaround is what I can think of is:

When the email case is created - you can set up an autoresponse which sends out the template with subject having case number/email subject confirming the customer that the case is created.

 

Going forward you can use this same email to reply to customer and the subject will remain the same(with Case number and email subject)with the entire thread preserved.

 

 

LBSLBS
Hi Sonam,

Thanks for your solution. It sounds good. But it will resolve part of my use case. But what if we want to create a new email by clicking 'Send an Email' button?

So how it sounds if I create a new Email Service?

Thanks,
LBS
LBSLBS
Hi Ashish,

Thanks for the reply. If I use/change a template it will delete my entire email thread right?

or else can I use this VF template by the time the original email to case is generated?

Sonam_SFDCSonam_SFDC

LBS,

 

Email service is used to process inbound emails(http://www.salesforce.com/us/developer/docs/apexcode/Content/apex_classes_email_inbound_what_is.htm)

since our requirement here is to send emails with altered Subject line - we could make use of SendEmail() (http://www.salesforce.com/us/developer/docs/api/Content/sforce_api_calls_sendemail.htm) - create custom code to send emails using this functionality.

 

 

Ashish_SFDCAshish_SFDC

Hi LBS, 

 

The email thread is based on the Thread ID that is attached to the subject at the end, if we change the subject but still keep the thread id at the end - that would not effect the chain.

 

Yes you may create VF email template as well.

 

Regards,

Ashish