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And when an email comes back in and we user Record to History (Ugh!) it should know enough to attach it to the Entity that sent it. Here's a great example of a broken process.

 

1. Send Email from a Ticket

2. Hit SendSLX

3. Message prompt has the Ticket selected

4. Message responded to by recipient

5. Hit Record to History

6. Prompt has not selected the ticket

 

Sure, I know I can go into the globals script and take this on a programming journey, but MS CRM touts some sort of embedded magic that automatically knows where to associate responses to outgoing emails -- and it's all included in the product! We need to be further down the road here even though we have access to best of bread alerting tools. So do they, they just don't need them as early in the solution design process.

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