Create case from email

[Nandini Mishra]

Hi All,

Can someone help me to create an inbound action to process an incoming email(New) sent to our instance which should create a case with mandatory fields as "Account", "Product", "Type" as Email, and short description as the email subject.

Also, i would need to create a corresponding Child task to this case with mandatory field as "Task Type" as Created from email, Assignment group to be "Email Support" and Description as Email body. 

[Shubham_Shinde]

Hello @Nandini Mishra ,

There's an out of the box Inbound Email Action "Create Case via property" present to create Case from incoming email with all the fields you mentioned after validating that To address is mentioned in the property glide.cs.email.case_queue_address.
But, in your case you need to create a Task record along with the Case, so it would be better to clone this inbound action by using Insert & Stay functionality and then adding a script after the existing one in Actions tab to create record in the desired task table. 

Note: 
1. Set the order of execution of new inbound action less than the oob one.

2. Set email address on which you want to setup the case creation in the system property: glide.cs.email.case_queue_address 

(The case will be created only when user sends email to this particular email address)
 
If my answer has helped with your question, please mark it as helpful and give it a thumbs up!

Regards,

Shubham