Answer

Using Cases to manage internal requests

Forum|Forum|3 months ago
September 3, 2025
7 replies
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steph23
Jr Varsity II

We are looking at using ‘cases’ for a basic internal IT ticketing process.

I am trying to set it up so that users would send an email to a certain email address and it would auto open a case. I have set the email up to do this, however how do I set it up so that internal users are the contact or requester? I would hope that the users name would auto populate from who sent the email.

We would also like to see it put the Internal user in the ‘to’ section when we click on ‘create email’.

Is this possible?

Best answer by jhouser

Hi @steph23 Make sure the users are employees in Acumatica. Also, for whatever case class you're using, the Allow Selecting Employee as Case Contact box must be selected. If the sender address matches employee record, it should automatically assign them as contact.

A

+8

aiwan
Captain II
Forum|Forum|3 months ago
September 3, 2025

@steph23

We use Cases for internal requests, yes it is possible to put the internal user in the to section.

When you set the ‘Case Class’ as internal this allows you to put the contact as an internal user. I believe this will default the ‘To’ field when you create an email.

Aleks

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+6

jhouser
Captain II
Answer
Forum|Forum|3 months ago
September 3, 2025

Hi @steph23 Make sure the users are employees in Acumatica. Also, for whatever case class you're using, the Allow Selecting Employee as Case Contact box must be selected. If the sender address matches employee record, it should automatically assign them as contact.

Contract for hire: https://www.linkedin.com/in/jesse-houser-052817b6/

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steph23
Author
Jr Varsity II
Forum|Forum|3 months ago
September 3, 2025

@steph23

We use Cases for internal requests, yes it is possible to put the internal user in the to section.

When you set the ‘Case Class’ as internal this allows you to put the contact as an internal user. I believe this will default the ‘To’ field when you create an email.

How do you find it for managing internal requests?

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steph23
Author
Jr Varsity II
Forum|Forum|3 months ago
September 3, 2025

Hi @steph23 Make sure the users are employees in Acumatica. Also, for whatever case class you're using, the Allow Selecting Employee as Case Contact box must be selected. If the sender address matches employee record, it should automatically assign them as contact.

Thank you! That worked perfectly!