Changing the Default Status of Communication while filing inbound Emails in SAGE CRM

By | December 2, 2019

One of the best feature available in Sage CRM is Email functionality. Sage CRM Email Integration allows users to send and receive emails directly in CRM by configuring SMTP and POP details in CRM. Users can then easily process these emails by taking necessary actions such as logging a Ticket, creating an enquiry or so on. Also, based on the action taken against a particular email, its status is updated in CRM for future reference.

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As you must be aware whenever a communication is created against any Inbound email, by default status is set as Complete. You can refer below screen shot for same.

Inbound Email marked as Complete
Inbound Email marked as Complete

One of our client came up with the requirement that, he wants the default status to be set as “Pending” when communication is created against the inbound emails in CRM.

To achieve this requirement, we followed below process –

  • Navigate to the Sage CRM installed path i.e. C:\Program Files (x86) \Sage \CRM\ Services \CustomPages\Scripts and open either template, support or Communication JS page depending on which template you have selected while configuring inbound email settings in CRM. Below is the screenshot for your reference –
Email Inbound Configurations
Email Inbound Configurations

  • Search the keyword comm(“Comm_Status”) = “Complete” and replace it with the keyword comm(“Comm_Status”) = “Pending”. Once changed, save the JS page. Below is the screenshot for your reference.
Email Inbound Java script
Email Inbound Java script

  • After saving the page, clear the browsers cookies.

In this way you can easily change the default status value of communication record created for inbound emails in Sage CRM.

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