Customize the send email page in cases

Question

we need to somehow be able to send copy of the email sent from cases "send email" relatedlist to a particular email address. From whatever i have looked at i am unable to find a way to cc to particular email address automatically. The end users always forget to add the email address in the cc.

One way i can think is to completely recode this send email page in VF. But this seems too much work to get the cc populated.

Is there any other way like a trigger or something? Not sure which object i would need to write the trigger and if the trigger would fire after the email is sent.

Any pointers would be of help

Answer 1

You cannot customize the standard Emails related list under Case.

Alternatively,

You can achieve this through following steps-from Activity related list:

1) Please copy the javascript code of "Send Email" button's onclick event. You can get this through Firebug/any browser's console. This has a link to the Standard Send Email page with few parameters like Case id.

navigateToUrl('/_ui/core/email/author/EmailAuthor?p3_lkid=5004000000Hl36D&retURL=%2F5004000000Hl36D',null,'newEmail');

2) Create a new Button on Activity and name it as "Send Email" and in the button's javascript section, add the above code and replace the Case id with your case id through merge fields.

3) After replacing, to the first parameter (i.e) the URL of send email page, add another parameter "p4=CC_Email_Address" . (i.e) the code will be like the below statement

navigateToUrl('/_ui/core/email/author/EmailAuthor?p3_lkid=CASE_ID&retURL=%2FCASE_ID&p4=CC_EMAIL',null,'newEmail');

4) Add this button to the Activity related list of the Case layout.

5)Now when you click on the Send Email button in Activity Related List, You'll have the CC_EMAIL as well in the CC field.