CiviCRM Community Forums (archive)

I have been struggling to understand if civicase can handle the following use cases:

A site has a contact form that a site user can access to communicate with the organization.
The contact form will result in an email that will be sent from the email given by the user who posts the form to an address that the form has been pre-configured to forward to.

I would like this email to be automatically included as an Activity for the contact in civicrm and that a new case be automatically opened for this activity. So basically I would like to track and manage all contact form actions in civicrm in order to properly address and escalate if needed these responses.

Is this something out of the scope of civiCRM?

If not can someone please post some guidelines as to how this can be achieved ?

Thanks you.
Nick

CiviCase can do that when used in conjuction with webform.

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A site has a contact form that a site user can access to communicate with the organization.

build that in webform selecting fields from civicrm to be displayed in the webform (use webform_civicrm to allow you to add civicrm fields to a webform)

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The contact form will result in an email that will be sent from the email given by the user who posts the form to an address that the form has been pre-configured to forward to.

you can use webform's email functionality to do this.  see the email sub tab in the webform tab of the node for your webform.

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I would like this email to be automatically included as an Activity for the contact in civicrm and that a new case be automatically opened for this activity. So basically I would like to track and manage all contact form actions in civicrm in order to properly address and escalate if needed these responses.

set up the webform to open a case / activity

Thanks for replying.

Is there and webform documentation you can point me to?
Maybe even some example?
I hope this works with Joomla ....

yuk ...

so asking again ...

Is there no way to automatically open a case based on an email ?

nant,

you could use something like RSform!Pro to create a form, and use its post-submit script section to register the form data in an activity (you would need to use the API for that). The RSform side could take care of handling the submission email. Let me know if you need some help.

Thanks again for your response here.

Can't I just configure the Joomla contact form to send an email to an address I have configured civicrm to read, thus adding an activity for the contact?

If I do this, then what I need is how to use this new activity to actually start a new case for that user.

This is so easy with Drupal and so hard with Joomla - if it's critical to the site you're building you may want to rethink your cms choice.

Parsing emails is an inexact science at best (not in civi specifically but in the world). But civi does ship with a script that will attempt to do this for you. Check your civi cron settings.
PS If you get that script working with cases, let me know

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Was afraid of this - looks like Joomla support for civicrm is quite immature at the moment.

it is definitley not as advanced as the drupal integration

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However, I believe that this really should have been possible with an email triggering the process.

agree that it would be great if this were possible. the reason that drupal integration is better is because more people have developed and published integrations with drupal. the way to make joomla support better is to either code the integration or fund someone to do so

How would someone go about funding civicrm development for Joomla?

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the reason that drupal integration is better is because more people have developed and published integrations with drupal. the way to make joomla support better is to either code the integration or fund someone to do so

Amen and +1 to that.

Perhaps a port of webforms, or something like that, especially tuned for Joomla, would be useful ?

I'm open to suggestions, we've been doing Joomla since its inception.

Perhaps we can pool our resources (financial and human) and create a specific civicrm project for better Joomla support.

I am on the CB Team and it would be awesome for example to synchronize CB fields with civicrm profile fields.

However I still believe that civicrm should not depend this much on the CMS - for example i believe that an incoming email should be able to trigger the creation of a new case without needin a special CMS based form.

SugarCRM does this I believe.