In a workflow rule for Cases, you can click the "To..." button and use "Created By" or "Reported By"
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Workflow rule, send new mail to Case "Reported by e-mail"
I have installed the "Autofill Issue's Fields, by state change" app and is in the process of customizing it.
The last thing I am missing is to send a mail to the person who has reported the case if it is marked as
Reported by Customer = True (if a case is created via the "email to case").
So the question is - how do I add the e-mail address of the "Reported by e-mail" field as the recipient ("To") of a new mail I want want to send via the rule? I cannot find this field.
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This will not work. E-mail to case will have the following in these fields:
- Created by: Default workflow user that run the e-mail to case rule (in our case, me :-) )
- Reported by: this is empty on e-mail to case Cases
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Reported by should be the field. I would work with your CSM on this customization.
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It's empty but maybe this is just the "name". I will test :-)
OK regarding CSM. I just find the forums much faster :-)
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Good Morning all,
Did you ever find a resolution to this problem Peter? We are experiencing the same issue when trying to use the "Reported By Email" field in the "To" box when sending a mail as part of a custom action. The field is simply unavailable for selection whichever way I try to use it, so we can't target an e-mail to the relevant (non-Clarizen) user.
If you had a solution or a workaround I would be very grateful if you could let me know!
Many Thanks,
Gareth.
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It seems like some change has happened to the system because we now have content in the reported by e-mail field so when sending mail back using Customizations, I use {$ReportedByMail} on addressing the mail (use Formula Based Recipients)
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So, the important "trick" is to check the "Formula-based Recipients" checkbox.
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Hi Peter,
I appreciate that, I'll give that a try now and see how it works out.
Many thanks for replying so quickly.
Gareth.
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Hi Peter,
That's working perfectly for me now, really appreciate your help!
Cheers,
Gareth.
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