Manage Space: Case Projects | Communifire Documentation

A case project is a way to organize cases in a space. Cases can be filtered by project. Add, edit, and delete case projects in Manage Space.

Cases in a project can be further organized by categories. See Manage Space: Project Categories .

Add Case Project

1. In the header, click Spaces and click a space.
2. Click Manage Space.
3. In the sidebar menu, click Cases.
4. Click Add Project.
5. Fill in the following sections:
   • Project Title: The name of the case project.
   • Project Description: A description of the case project. (Optional)
   • Roles which can be assigned cases: Enter the roles of who can be assigned cases. These roles will receive notifications when new unassigned cases are created or updated.
   • Roles which can be additional recipients: Enter the roles of who can be additional recipients to cases.
   • Is Active: Check this box to allow people to create cases under this project immediately.
   • Is this the default project of this community?: If checked, this project will be the default project when cases are created. Users will not need to select this project when creating a case, the project will be selected automatically.
6. (Optional) Add Email Settings to allow creating cases and replying to cases via email. Each case project must have its own unique email address.
   • This project is tied to an email address: Check this box to allow case creation and reply via email. All other settings in this section must be filled out before you can check this setting.
   • Email address: The email address cases are submitted to. (This should match the incoming mail server username.)
     Note: Empty the email account's inbox before adding email settings. Otherwise, all emails in the inbox will be created as cases.
   • Friendly name: The name to use with the email address. This name appears as the sender of messages.
   • Use server settings (without username and password) as sitewide default: Check this to use the server settings entered here as default values throughout the site. If you plan to add email settings for other case projects, check this setting to auto-populate some server settings and save time.
   • Fill out SMTP Settings for sending case notification emails: SMTP server, SMTP username, SMTP password, SMTP port, Use SSL.
     You can get SMTP settings from your email provider. If you don't have your own mail provider, you can use the default mail server. Submit a private case to request the settings.
   • Fill out Incoming Mail Server Settings to process new cases and case replies: Incoming mail server, Username (This is the email address cases are submitted to. Communifire scans this inbox for emails to post as cases or case comments.), Password, Port, Use SSL.
     You can get incoming mail settings from your email provider.
7. Click Save.

If you added email settings, also go to Control Panel > System > General Settings > Email Settings and check Allow emails to be parsed and posted as cases and Enable case reply via email.

Type: EmailResponder ProcessEmails Failed. ProjectID: 484
Exception Message
[ALERT] Please log in via your web browser: https://support.google.com/mail/accounts/answer/78754 (Failure)
Stack Trace
at void Limilabs.Client.IMAP.Imap.(string , string ) at void Limilabs.Client.IMAP.Imap.LoginPLAIN(string user, string adminUser, string adminPassword) at void Limilabs.Client.IMAP.Imap.UseBestLogin(string user, string password) at void Communifire.BL.EmailResponder.ProcessEmails(EmailServer server)

Edit Case Project

1. In the header, click Spaces and click a space.
2. Click Manage Space.
3. In the sidebar menu, click Cases.
4. For a case project, click the edit icon.
5. Make changes to the case project.
6. Click Update.

Delete Case Project

1. In the header, click Spaces and click a space.
2. Click Manage Space.
3. In the sidebar menu, click Cases.
4. For a case project, click the delete icon.
5. Click OK.

How case creation and reply via email works

When you've enabled case creation and reply via email in the Control Panel and added email settings for a case project, people can send emails to the case project's email address to create a new case in the case project. People can also reply to case notification emails, and the reply will be posted as a comment in the case.

Communifire scans the inbox for new emails every 5 minutes, and creates cases or posts case comments on behalf of the user. Communifire uses the from-address of the email to post as the user. If a user account with the from-address doesn't exist, Communifire will create a new user account.

You can change the scanning interval in Control Panel > System > System Properties. Edit the EmailResponderPingInterval property and set it to your desired time, in minutes (e.g. 3).

Note that any emails sent to the case project's email address will be created as cases. Space administrators may need to monitor cases for spam. Site administrators can delete or ban users in Control Panel > People > Manage People.