Using Workflows to Automatically Respond to a Case Created Via the Portal


    A customer has submitted a case through Sugar Portal and we would like to send them an email reply indicating a case has been opened.

    Beginning with version 9.1.0, each user’s license type (e.g. Sugar Serve) determines what functionality is available as described in the User Management documentation. The Workflow module used in this article is not available in Sugar Serve and Sugar Sell.  


    The Process Workflow Tasks scheduler must be set to “Active” and should be executed at a high frequency. By default, this Scheduler is active and set to run every minute. For more information, please refer to the Schedulers documentation.

    Steps to Complete

    To solve this problem, you can create a workflow on the Cases module using a time elapsed workflow to account for the case creation mechanism in Sugar Portal. Currently, Sugar Portal creates the case and adds the contact relationship in two steps. This means that when the case is initially saved there is no relationship between the case and the submitting contact. Using a time elapsed workflow, you can detect when the case is created, and send out an alert after Sugar relates it with the contact. To create the workflow:

    1. Navigate to Admin > Workflow Management
    2. Click Create Workflow Definition
    3. Provide a name
    4. Set the properties:
      • Execution Occurs: After time elapses
      • Target Module: Cases
      • Processing Order: Alerts then Actions
    5. Save the definition
    6. Create a condition
      • Field does not change for a specified amount of time
        • Field: Created By Id
        • Time: 0 hours
    7. Create another condition
      • When a field in the target module contains a specified value
        • specified field: Created By Id = portal user
    8. Create a new Alert
      • Choose Normal or Custom Template as desired
      • Please refer to the Creating an Alert Email Template article for more information
    9. Add a recipient to the alert recipient list
      • Recipient associated with a related module
        • Module: Contact
      • Select custom email and name fields
        • Email
        • Name
        • To:
    in Workflows

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