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Companies that are using or planning to use SageCRM for Case (Ticket) management are often looking for an anonymous Web Form to Case functionality, so that a customer can be prompted for a serial number or a specific software version -- and this information will be sent to custom fields within the SageCRM Case record.

There are several ways that this can be set up, but the following is the best way to set it up when SageCRM is hosted within a company's firewall:

• A "Submit Case" Web form is set up on a company's support page
  
• The Webmaster uses a form post to send a structured e-mail from the form submission to a specified email account
• This email account is monitored by the SageCRM Mail Management Service (via POP or MAPI)
• JavaScript is used to parse out the contents of the structured e-mail, create a new Case and populate the appropriate fields from the data that was submitted in the form
• Other events, such as a New Case confirmation e-mail to the customer, or assignment notification to the appropriate user or team can be fired by the script.