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Chapter 2Administering SugarCreating Cases from Emails. Sugar can automatically generate cases from inboundemails. However, in order to do this, you must associate the Group folder with aGroup mail account and select the “Create Case” action. When the case is created, it isassigned to a user and an email notification is sent out to that individual. The email’sSubject line is copied to the case’s Subject line and the body is copied as the casedescription. The email for which the case was created is also listed in the History subpanelof the case’s Detail View.Optionally, you can use the Create Case Reply template to set up an automatedresponse notifying senders that a case has been created to resolve their issue. Theemail contains the number of the newly created case in the Subject line. The casenumber format follows the Case Macro setting.You can also use the Auto-reply template to automatically notify senders that youreceived their email.To configure inbound emails1. In the Email sub-panel of the Administration Home page, click Inbound Email.2. Specify the following information:Case Macro. This field imports an email and associates it with a case based on theSubject line. When users send an email from the detail page of a case, the casenumber appears in the Subject field of the email. The Case Macro field displaysthe default Case Macro string. To customize it, you can change CASE to adifferent word but you must preserve the rest of the string.Save Raw Source. Select Yes to preserve the raw email source for importedemails in the database without stripping any of the specified tags. For moreinformation, see “Email Settings” on page 56.62 Sugar Community Edition Installation and Administration Guide