We have a workflow rule that automatically fires whenever a new case is
created to send an email with the case number, owner, etc. to the customer.
When we were running MSCRM 3.0, the automated email would be automatically
associated with the case. That is, the Emails regarding field would
automatically be filled in with the associated case.
After a recent upgrade to 4.0, the workflow rules still fire and emails
still get automatically created when a case is created, but the regarding
field is blank. Our support reps now have to go into the Contact record,
find the automated email, and manually update so that the regarding field is
the associated case. Obviously, I am catching a lot of grief, both from the
reps for the extra labor involved and from management because of the process
being so error prone.
I'd rather not have to write code to fix this. I'm hoping that 1) there is
some configuration step that I can take to get the 3.0 behaviour or 2) MS
admits it is a bug and releases a fix.
Any and all help is appreciated.
BTW, I've tried CRM Queue Manager by manso, and it works really well, but
I'd rather manage the automated email response in CRM if I can.