Map to Parent customer

Aug 13, 2008 at 8:25 PM
We had this working just fine for CRM 4.0 and now it seems to have stopped.  Can you double check our config to make sure we haven't contradicted somethimg?
Here is my QueueManagerService.config file:
...
  <queues>
    <add name="Support Swift911"
         queueid="6D99BC4B-A05D-DD11-B4E6-00C026C024D3"
         tempqueueid="CE9144CF-FC5F-DD11-B4E6-00C026C024D3"
         interval="60"
         tempqueueage="0"
         matchcaseticketnumber="true"
         ignorelist="out of office;autoreply;auto reply"
         moveignored="true"
         createcontact="false"
         allowonlyto="false"
         allowonlyto-reply="true"
         allowonlyto-notify="swiftcrm@swiftreach.net"
         allowonlyto-from="Automatic Mailer &lt;noreply@swiftreach.net&gt;"
         allowonlyto-template="D:\CRMQueueManager16\service\templates\swift911\allowto.htm"
         allowonlyto-subject="Swift911 Support notification"
         sendverificationmail="true"
         verificationmail-from="Automatic Mailer &lt;noreply@swiftreach.net&gt;"
         verificationmail-bcc="swiftcrm@swiftreach.net"
         verificationmail-subject="Welcome to the Support Desk"
         verificationmail-template="D:\CRMQueueManager16\service\templates\swift911\verify.htm"
         verificationmail-usehtml="true"
         verificationmail-url="http://support911.swiftreach.net/ClientInformation.aspx"
         sendcasemail="true"
         casemail-from="0013B173-4B57-DD11-B4E6-00C026C024D3"
         casemail-fromtype="systemuser"
         casemail-notify="swiftcrm@swiftreach.net"
         casemail-subject="Swift911 Case has been created for you: {ticketnumber}"
         casemail-template="D:\CRMQueueManager16\service\templates\swift911\case.htm"
         casemail-usehtml="true"
         updatecasedescription="true"
         caseattributes=""
         resolveparent="true"
         resolveparent-notify="swiftcrm@swiftreach.net"
         resolveparent-from="Automatic Mailer &lt;noreply@swiftreach.net&gt;"
         sendcasenotificationmail="true"
         casenotification-from="Automatic Mailer &lt;noreply@swiftreach.net&gt;"
         casenotification-to="jmcintosh@swiftreach.com"
         casenotification-subject="{ticketnumber}: A new case has been created"
         casenotification-template="D:\CRMQueueManager16\service\templates\swift911\casenotify.htm"
         casenotification-usehtml="true"
         removerepliesfromqueue="true"
         mapcasetoaccount="true"
         parentaccountmissing="true"
         setresponsiblecontact="false"
         />
  </queues>


All first time emails create a case for the contact after they enter the information on the validation page, rather than creating a case for the company the entered.

Jeff

Coordinator
Aug 14, 2008 at 7:36 AM

Hi,

The problem with the verification page is that we don't have a parent account at this point. The company name they enter is simply there as information, you still have to manually map the account. There is a feature that will try and resolve the parent account based on the e-mail domain name but if that fails the contact will be created without a parent account and therefore the case will be created for the contact (because you specified parentaccountmissing = true which will create the case for the contact. When false it won't create a case for contacts missing parent accounts). This is a drawback of using verification page.

Hope this helps,

Manso

Aug 14, 2008 at 12:26 PM
It does help.  This is a great add on for us, hope this issue can make make the next release.  Great job and thanks again.
Coordinator
Aug 14, 2008 at 1:14 PM
Hi again, the problem is I don't know what to fix. I cannot resolve the company name when the users register themselves (apart from the domain matching). That means we will end up with an incoming e-mail from an existing contact after the verficiation step. You have the option to go ahead and create the case for the contact, or, simply ignore the e-mail until you've assigned a parent account to the contact. There's not much more we can do.

Let me know if you have any other ideas.

Thanks,
Manso