Create a followup activity for campaign response on the customer

It's a little tricky if you want to create a followup activity on the campaign response. As the campaign response is not linked to the customer directly it's impossible to do it via workflow.

There is a customer field in the campaign response which is in fact a row in the activityparty table with a reference to the customer. So this field is not available in the list of fields for workflow substitution. Here is a piece of code which can be run later or used in plugin to create a followup activity

Code:

//search for campaign responses created yesterday and create followup activity
                ConditionExpression cr_ce1 = new ConditionExpression("responsecode", ConditionOperator.Equal, 1); //Interested
                ConditionExpression cr_ce2 = new ConditionExpression("createdon", ConditionOperator.Yesterday); //Yesterday
                FilterExpression cr_fe = new FilterExpression(LogicalOperator.And); 
                cr_fe.AddCondition(cr_ce1);
                cr_fe.AddCondition(cr_ce2);
                QueryExpression cr_qe = new QueryExpression();
                cr_qe.EntityName = "campaignresponse";
                cr_qe.Criteria = cr_fe;
                cr_qe.ColumnSet = new ColumnSet("activityid", "subject", "customer","createdon");
                cr_qe.PageInfo.ReturnTotalRecordCount = true;
                EntityCollection cr_coll = _service.RetrieveMultiple(cr_qe);

                string fetchXML = @"<fetch version=""1.0"" output-format=""xml-platform"" mapping=""logical"" distinct=""false"">
                                      <entity name=""team"">
                                        <attribute name=""name"" />
                                        <attribute name=""teamid"" />
                                        <attribute name=""queueid"" />
                                        <order attribute=""name"" descending=""false"" />
                                        <filter type=""and"">
                                          <condition attribute=""name"" operator=""eq"" value=""Team Customerservice"" />
                                        </filter>
                                      </entity>
                                    </fetch>";

                Entity team = _service.RetrieveMultiple(new FetchExpression(fetchXML)).Entities[0];

                foreach (Entity ent in cr_coll.Entities)
                {
                    try
                    {
                        if (ent.Attributes.Contains("customer"))
                        {
                            EntityCollection actParty = (EntityCollection)ent["customer"];
                            //create new task
                            Entity task = new Entity();
                            task.LogicalName = "task";
                            task["description"] = @"Some description";
                            task["scheduledstart"] = DateTime.Now;
                            task["scheduledend"] = (DateTime.Parse(ent["createdon"].ToString())).AddDays(7);
                            task["regardingobjectid"] = (EntityReference)(actParty[0]["partyid"]);
                            task["ownerid"] = new EntityReference(team.LogicalName, team.Id);
                            task["subject"] = ent["subject"];
                            Guid _taskId = _service.Create(task);
                            // add to customer service queue
                            Entity qItem = new Entity();
                            qItem.LogicalName = "queueitem";
                            qItem["objectid"] = new EntityReference(task.LogicalName, _taskId);
                            qItem["queueid"] = (EntityReference)team["queueid"];
                            Guid _itemId = _service.Create(qItem);
                        }
                    }
                    catch (Exception ex)
                    {
                        Helper.Log("Problem while processing campaign response Record with ID : " + ent["activityid"].ToString() + "\n" + ex.Message, w, true);
                    }

Get Optionset value from text

Here you go with the code

Code:

public static int GetOptionSetValueGivenText(IOrganizationService service, string entityName, string attributeName, string selectedValue)
        {
            try
            {
                RetrieveAttributeRequest retrieveAttributeRequest = new RetrieveAttributeRequest { EntityLogicalName = entityName, LogicalName = attributeName, RetrieveAsIfPublished = true };
                RetrieveAttributeResponse retrieveAttributeResponse = (RetrieveAttributeResponse)service.Execute(retrieveAttributeRequest);
                PicklistAttributeMetadata retrievedPicklistAttributeMetadata = (PicklistAttributeMetadata)retrieveAttributeResponse.AttributeMetadata;
                OptionMetadata[] optionList = retrievedPicklistAttributeMetadata.OptionSet.Options.ToArray();
                int selectedOptionValue = 0;
                foreach (OptionMetadata oMD in optionList)
                {
                    if (oMD.Label.UserLocalizedLabel.Label == selectedValue)
                    {
                        selectedOptionValue = oMD.Value.Value;
                        break;
                    }
                }
                return selectedOptionValue;
            }
            catch (System.ServiceModelFaultException ex1)
            {
                string strEr = ex1.InnerException.Data.ToString();
                return 0;
            }

        }

Strip HTML

Use this helper class for stirpping HTML. I am not the owner of this code. Got it from the web. But posting it here as it might be useful to many.

Code:

public static string StripHTML(string source)
        {
            try
            {
                string result;

                // Remove HTML Development formatting
                // Replace line breaks with space
                // because browsers inserts space
                result = source.Replace("\r", " ");
                // Replace line breaks with space
                // because browsers inserts space
                result = result.Replace("\n", " ");
                // Remove step-formatting
                result = result.Replace("\t", string.Empty);
                // Remove repeating spaces because browsers ignore them
                result = System.Text.RegularExpressions.Regex.Replace(result,
                                                                      @"( )+", " ");

                // Remove the header (prepare first by clearing attributes)
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"<( )*head([^>])*>", "<head>",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"(<( )*(/)( )*head( )*>)", "</head>",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         "(<head>).*(</head>)", string.Empty,
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);

                // remove all scripts (prepare first by clearing attributes)
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"<( )*script([^>])*>", "<script>",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"(<( )*(/)( )*script( )*>)", "</script>",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                //result = System.Text.RegularExpressions.Regex.Replace(result,
                //         @"(<script>)([^(<script>\.</script>)])*(</script>)",
                //         string.Empty,
                //         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"(<script>).*(</script>)", string.Empty,
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);

                // remove all styles (prepare first by clearing attributes)
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"<( )*style([^>])*>", "<style>",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"(<( )*(/)( )*style( )*>)", "</style>",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         "(<style>).*(</style>)", string.Empty,
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);

                // insert tabs in spaces of <td> tags
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"<( )*td([^>])*>", "\t",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);

                // insert line breaks in places of <BR> and <LI> tags
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"<( )*br( )*>", "\r",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"<( )*li( )*>", "\r",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);

                // insert line paragraphs (double line breaks) in place
                // if <P>, <DIV> and <TR> tags
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"<( )*div([^>])*>", "\r\r",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"<( )*tr([^>])*>", "\r\r",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"<( )*p([^>])*>", "\r\r",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);

                // Remove remaining tags like <a>, links, images,
                // comments etc - anything that's enclosed inside < >
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"<[^>]*>", string.Empty,
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);

                // replace special characters:
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @" ", " ",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);

                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"&bull;", " * ",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"&lsaquo;", "<",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"&rsaquo;", ">",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"&trade;", "(tm)",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"&frasl;", "/",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"&lt;", "<",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"&gt;", ">",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"&copy;", "(c)",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"&reg;", "(r)",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                // Remove all others. More can be added, see
                // http://hotwired.lycos.com/webmonkey/reference/special_characters/
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         @"&(.{2,6});", string.Empty,
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);

                // for testing
                //System.Text.RegularExpressions.Regex.Replace(result,
                //       this.txtRegex.Text,string.Empty,
                //       System.Text.RegularExpressions.RegexOptions.IgnoreCase);

                // make line breaking consistent
                result = result.Replace("\n", "\r");

                // Remove extra line breaks and tabs:
                // replace over 2 breaks with 2 and over 4 tabs with 4.
                // Prepare first to remove any whitespaces in between
                // the escaped characters and remove redundant tabs in between line breaks
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         "(\r)( )+(\r)", "\r\r",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         "(\t)( )+(\t)", "\t\t",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         "(\t)( )+(\r)", "\t\r",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         "(\r)( )+(\t)", "\r\t",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                // Remove redundant tabs
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         "(\r)(\t)+(\r)", "\r\r",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                // Remove multiple tabs following a line break with just one tab
                result = System.Text.RegularExpressions.Regex.Replace(result,
                         "(\r)(\t)+", "\r\t",
                         System.Text.RegularExpressions.RegexOptions.IgnoreCase);
                // Initial replacement target string for line breaks
                string breaks = "\r\r\r";
                // Initial replacement target string for tabs
                string tabs = "\t\t\t\t\t";
                for (int index = 0; index < result.Length; index++)
                {
                    result = result.Replace(breaks, "\r\r");
                    result = result.Replace(tabs, "\t\t\t\t");
                    breaks = breaks + "\r";
                    tabs = tabs + "\t";
                }

                // That's it.
                return result.Trim();
            }
            catch (Exception e)
            {
                //MessageBox.Show("Error");
                throw e;
            }
        }

Update email properties

I had a client requirement to update few of the attributes of incoming email.

The incoming email was tracked on customers based on the from email address. Customer did not want the auto-resolution of emails to customers as many of the customers had the same email ( family members tend to have the same email for all of them). So they want to remove the customer name from the auto resolution.

The response from me was @£$€£€@$€{]}[$£

yeah it's possible. but HOW? We remove the activity party from the sender list... sounds simple :)

Go through the code to find yourself

For example they wanted to have a list view of email with the body of the email (a quick preview of the email).

This was not possible using the standard description field of the email as it contained HTML codes. The alternative is to create a new column to hold the plain text email. So I went ahead and created a new multiline text field with 2000 char limit.

I added a plugin on post activity create to update the description of the email. optionally the same plugin is to be added on email update for the description field.

Here you go with the code. target is the email entity

Entity target = context.InputParameters["Target"] as Entity;

Code:

Entity _email = service.Retrieve("email", target.Id, new ColumnSet("from","to", "description", "directioncode"));

                    if (!((bool)_email["directioncode"])) //Incoming
                    {
                        EntityCollection from = (EntityCollection)_email["from"];

                        if (from.Entities.Count > 0)
                        {
                            foreach (Entity actParty in from.Entities)
                            {
                                if (actParty.Contains("partyid"))
                                {
                                    actParty["partyid"] = null;
                                }
                                else
                                {
                                    actParty.Attributes.Add("partyid", null);
                                }
                            }
                        }
                        _email["from"] = from;
                    }
                    else //outgoing
                    {
                        EntityCollection to = (EntityCollection)_email["to"];

                        if (to.Entities.Count > 0)
                        {
                            foreach (Entity actParty in to.Entities)
                            {
                                if (actParty.Contains("partyid"))
                                {
                                    actParty["partyid"] = null;
                                }
                                else
                                {
                                    actParty.Attributes.Add("partyid", null);
                                }
                            }
                        }
                        _email["to"] = to;
                    }
                    if (_email.Contains("description"))
                    {
                        string desc = _email["description"].ToString();
                        string descStrip = PluginHelper.StripHTML(desc);
                        descStrip = descStrip.Trim();
                        string desc4 = "";
                        string prevLine = "";
                        foreach (string currLine in descStrip.Split('\r'))
                        {
                            if (currLine != prevLine)
                            {
                                prevLine = currLine.Trim();
                                desc4 += currLine.Trim();
                                if (currLine != "")
                                {
                                    desc4 += "\n";
                                }
                            }
                        }

                        if (desc4.Length > 2000)
                            desc4 = desc4.Substring(1, 2000);

                        if (_email.Contains("ssb_mail_text"))
                        {
                            _email["ssb_mail_text"] = desc4;
                        }
                        else
                        {
                            _email.Attributes.Add("ssb_mail_text", desc4);
                        }
                        _email.Attributes.Remove("description");
                    }
                    service.Update(_email);

Close queueitem

Use the code template from here

If you need to close the queueitem after creating a case from an email, here you go with the code

target is of type entity "email"

Code:

        if (target.Contains("regardingobjectid"))
        {
            EntityReference _object = (EntityReference)target["regardingobjectid"];

            if (_object.LogicalName == "incident")
            {
                CloseQueueItem(_object.Id, service);
            }
        }

Code:

public static bool CloseQueueItem(Guid _sourceId, IOrganizationService service)
    {

        Guid _queueItemId = Guid.Empty;
        bool _queueItemClosed = false;

        ConditionExpression ent_ce1 = new ConditionExpression("objectid", ConditionOperator.Equal, _sourceId);
        ConditionExpression ent_ce2 = new ConditionExpression("statecode", ConditionOperator.Equal, 0);
        FilterExpression ent_fe = new FilterExpression(LogicalOperator.And);
        ent_fe.AddCondition(ent_ce1);
        ent_fe.AddCondition(ent_ce2);

        QueryExpression ent_qe = new QueryExpression();
        ent_qe.EntityName = "queueitem";
        ent_qe.Criteria = ent_fe;
        ent_qe.ColumnSet = new ColumnSet("queueitemid", "queueid", "objectid");
        ent_qe.PageInfo.ReturnTotalRecordCount = true;
        EntityCollection ent_coll = service.RetrieveMultiple(ent_qe);

        if (ent_coll.Entities.Count > 0)
        {
            foreach (Entity _queueItem in ent_coll.Entities)
            {
                EntityReference enRef = (EntityReference)_queueItem["objectid"];
                PluginHelper.SetState(_queueItem.LogicalName, _queueItem.Id, 1, 2, service);
            }
            _queueItemClosed = true;
        }

        return _queueItemClosed;
    }