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1. Re: can we set up email-to-Problem as like email-to-case
Shardul Ghorpade
Nov 22, 2019 5:35 AM
Hi Rajkumar,
Do you mean ,creating an incident or ticket in Remedyforce using email ?
If Yes then please have a look at below documentation for same.
Thanks,
Shardul
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2. Re: can we set up email-to-Problem as like email-to-case
i know the process for creating incident as a case
i want to know for the process od creating a Problem as a case -
3. Re: can we set up email-to-Problem as like email-to-case
Neena Ahirrao Guha
Nov 22, 2019 7:11 AM
I am confused about, whether you are trying to create 1st problem n then to case or vise versa; can you please elaborate more on your exact use case?
However please go through following discussion, you might get some pointers.
Automatically Create A Case From A Custom Object - Salesforce Developer Community
Thanks,
Neena
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4. Re: can we set up email-to-Problem as like email-to-case
No i dont want to create incident , only Problem .
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5. Re: can we set up email-to-Problem as like email-to-case
Anne Brock
Nov 22, 2019 2:27 PM
2 of 2 people found this helpfulRajkumar Meher wrote:
As like whenever we email to a particular Id to create a case in salesforce, can we set up the same for creating a problem ticket
Please suggest, if is there any process exist, if not then can we configure any process to create it .
I think if you want to create a problem from email (instead of an incident) you need to build a custom email apex class.
kedar zavar Paul Donders Comments?
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6. Re: can we set up email-to-Problem as like email-to-case
Anne Brock
Nov 22, 2019 2:28 PM
(and by the way - I don't think you should create problems via email...)
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7. Re: can we set up email-to-Problem as like email-to-case
Paul Donders
Nov 22, 2019 2:43 PM
4 of 4 people found this helpfulHi,
I can easily create a new Apex email listener if you like, but from a process perspective as Ann suggested, that’s not what you want.
A problem is related to an incident to find a root cause for a recurring incident or as proactive investigation. Not something an end user should do.
What is the use case in detail?
Paul Donders
2Grips
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8. Re: can we set up email-to-Problem as like email-to-case
Hi Paul,
Thanks for the quick response and your interest, As per the incident we can set an SLA for different severity,
But sometimes we need to create a direct problem for service request and assign to a team. which does not need any SLA to count down.
If you can create an apex email listener, this will helps a lot to me.
Thanks in advance,
Rajkumar Meher
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9. Re: can we set up email-to-Problem as like email-to-case
Paul Donders
Nov 25, 2019 6:03 AM
Hi
Rajkumar Meher
OK, not sure if I completely understand. So from a Service Request you would need to create a problem. Why not do it with Process builder. If the Servcie Request meets the criteria create a problem.. Will that help? Why the need for email.
Again, very happy to create it, but still don't get the usecase.
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10. Re: can we set up email-to-Problem as like email-to-case
1 of 1 people found this helpfulHi Paul,
Some time for any root cause we directly link a problem to the case, and sometimes we know the root cause no need to assign to any team, at that time we want to create a problem for the fix, whether in code any patch or any change management, for that we have to wait for the maintenance activity, so that we will update and restart servers .
If you can write the code, it will be a great help.
Rajkumar Meher
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11. Re: can we set up email-to-Problem as like email-to-case
Paul Donders
Nov 25, 2019 7:03 AM
2 of 2 people found this helpfulCreating the class would take 1 day of effort. This will contain the apex class and the related test class. When ok by you, approved, we can move to production.
Any questions; ping me an email; paul.donders@2grips.com
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12. Re: can we set up email-to-Problem as like email-to-case
Let me know when you will write the complete code, i want to test it .please give me the code to learn, i am new to apex
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13. Re: can we set up email-to-Problem as like email-to-case
Paul Donders
Nov 25, 2019 8:41 AM
Just to be clear, it would require a day of consultancy to get this sorted. I can deliver within the next two weeks if you want.