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E-Mails from ex-leads are not converted to cases?

Nov 21, 2010 at 10:22 PM

Hi,

I'm playing around with queue.manager - very cool piece of software so far!
One question: I sent an email from an email-address belonging to a lead to the queue.
queuemanager correctly says, that it can't create case for sender type 'lead'.
Now I converted the lead to a contact.
New emails from the ex-lead's address are creating cases, but the old ones not.
Is this "by design" or a bug?

Thanksalot!
Sascha 

Coordinator
Nov 22, 2010 at 2:44 PM

The E-Mail router in CRM does all the mapping well before Queue Manager kicks in. So, the first time the e-mail comes from a lead which is stored in the mail item. You let the queue item (mail) reside in the queue and go and convert the lead to a contact. The lead still exists although it's deactivated and the first e-mail will still be related to the lead. You send a new mail that will be associated with the contact and Queue Manager can now convert it.

This is by design.

Thanks.