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saai.gane@salesforce.com Email to case CC field should be populated in the case CC field
Hi,
When I use to send a mail with my colleague in CC. I am getting the response mail when a comment is added and the CC person is not receiving the mail.
Because the CC persons in the case are different not from the original mail.
Please let me know how can I enable the same CC person in Case CC field so that he also receives the notification.
Regards,
Sai
Saai,
When a comment is added to a case, only the case owner gets notified of this activity but you can implement the case collaborators to your cases and these people will be notified as well when any update is made on the case:
Read more: http://help.salesforce.com/apex/HTViewSolution?id=000073346&language=en_US
Hi Sonam,
I guess this will help while creating a case to salesforce. We can add the case collaborators.
In my case, I am just sending a mail to a url but I am not aware where the case is created.
For me everything is under mail conversation and I dont know about the case.
So when I send a mail to the url it goes to a queue and the queue updates the status from their side and I will be notified.
I want this notification to be done for me and my colleague. Is there any way he can receive the update?
Regards,
Sai
Hi Sai,
If you are talking from a customer perspective, the auto notification is only sent to the case(create at the backend) contact and not the CC.
If you require this mail to be sent to CC, then you will have to customize the process by which the auto notification is sent out.
Hi,
Is there a possible way to do that or how to customize this?
Regards,
Sai
You will have to write an apex class with which you can automate the notifications sent out to the contact and the people cc'ed on the email - something similar to the following posts/docs: http://www.salesforce.com/us/developer/docs/pages/Content/pages_email_intro.htm
http://www.salesforce.com/us/developer/docs/apexcode/Content/apex_classes_email_inbound_what_is.htm
http://stackoverflow.com/questions/13701379/apex-code-to-send-email-alert
Hope this helps!