Views:

What’s happening?

Automatic Record Creation (ARC) rules intermittently fail at runtime with the error messages:

  • "Error matching conditions. Contact Microsoft Support"
  • "Unknown error matching rules. Contact Microsoft Support"

This prevents the ARC rule from successfully creating cases from emails.

Reason:

This occurs when the account under which the ARC rules are running has been deleted or disabled, causing the associated Power Automate Flow to become disconnected.

Resolution:

To resolve this, perform the following steps:

  1. Go to Customer Service Admin Center > Case Settings > Automatic Record Creation and Update Rules.
  2. Verify the account under which the ARC rules are running. Ensure that the account is active and has not been deleted or disabled.
  3. Disable the affected ARC rule.
  4. Re-enable the ARC rule to re-establish the connection with the associated Power Automate Flow.

This action re-establishes the flow connection and resolves the error.