Question
TCS
IN
Last activity: 7 Dec 2015 8:33 EST
Automatic case creation through email in CPM
We want to automatically create both interaction case and service case in our application through email.
As per PDN, only interaction case is getting created automatically from incoming email.
PEGA
IN
Hi Kaushik,
Which PDN article you are refering where it says only interaction can be created?
Also let us know your PRPC and CPM versions...
How about customizing the CPM interaction flow and add an utility to create a service case. So when your email creates the interaction it will also create service case ?
TCS
IN
Dear Ashish,
I found this information from the Pega Learning Course "Creating Pega Customer Service Solutions (7.1)". In the below link it is stated that interaction case is created automatically and CSR needs to select the service case manually by opening the I- case.
https://academy.pega.com/prweb/PegaSSO/WmhSmvRrQ7qWntq73M7R4oiuqIskpuJu*/!STANDARD?RegID=REG-202281&EmailAddress=subhajith.paul@tcs.com&SenderTime=20151207095312&pw=300c8938d1d0f3d8fe73cdbbb59b255duqIskpuJu*/!STANDARD?RegID=REG-202281&EmailAddress=subhajith.paul@tcs.com&SenderTime=20151207095312&pw=300c8938d1d0f3d8fe73cdbbb59b255d
But thanks anyways for sharing your inputs on this.