How to Send an Email on a New Case in SugarCRM
Business managers use software for customer relationship management, or CRM, to handle sales teams and other aspects of customer relations. The Case module in SugarCRM deals with support problems. For example, a software company that provides technical support can use the Case module to assign support cases. When creating a new case, sending an email to the support team allows personnel to stay informed and get started without the need for face-to-face interaction. Once you set up email notifications, you can automatically send an email to the support team for each new case.
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Instructions
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Access the SugarCRM software as a system administrator. If you have just downloaded SugarCRM for the first time, the Admin Wizard allows you to create an account as a system administrator.
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Click the "Admin" link to open the Administration page, then click "Email Settings" in the Email section.
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Enable the "Assignment Notifications" option in the Email Options section. This makes SugarCRM automatically send an email upon record assignment to the person being assigned. You must enable this feature to automatically send an email when opening a new case.
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Click on the "Cases" tab after logging into SugarCRM, then select "Create Case" in the Actions drop-down menu. You can also click the "Create" icon to start a new case.
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Fill out the form for the case. Examples of fields in this form include a description of the technical problem, priority level and status.
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Select a team in the Other section. You can also choose "Select" and assign one or more secondary teams from the list of teams. Alternatively, click "Add" and type in the team name.
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Enter the name of the employee to whom you wish to assign the new case in the "Assigned to" field. This person becomes the case owner. You are the case owner by default if you do not select another employee. Alternatively, click "Select" to find a user on the employee list. The case owner automatically receives the email as soon as you finish setting up the new case. However, the case owner must also be a member of the assigned team to receive the email.
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Click the "Save" button to open the case and automatically send the email to the case owner.
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Tips & Warnings
SugarCRM has Private, Global and Regular teams. Because every user has his own private team, you can just select the user you want to assign the case to if you have not set up specific support teams. All members belong to the Global team. To add a Regular team, go to the Users tab on the Administration page, then the Teams tab in the Team Management area, and click "Create Team" in the Actions drop-down list to make the new team.
SugarCRM has a number of different editions. The company also updates the software to a new version from time to time. You may see some differences in the navigation steps in the software you are using. Consult the application guide for your specific version and edition if you encounter problems when setting up email notifications or cases. The "Sugar Documentation" page provides links to application guides for the various editions of SugarCRM.
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