Hi,

While implementing a scenario i.e. automatic case creation on phone call create using Automatic Record Creation and Updating Rules, we found that whenever we were setting the Regarding Object in the Phone Call activity, the case record was not getting created.

Create Case Rule Item –

Creating a Phone Call record using Case as Regarding object.

 Workflow ran but the case record was not created.

Then we created phone call activity record without setting the regarding object. This time workflow ran and created the case record.

Basically, the workflow creates the case record and updates the Regarding Object in the Phone call record with this newly created case record.

However, if we check the Official documentation

https://www.microsoft.com/en-us/dynamics/crm-customer-center/set-up-rules-to-automatically-create-or-update-records-in-dynamics-365-customer-service.aspx#bkmk_RuleAndQueues

we have this mentioned

However, in our case we created a phone call record with case as regarding object and had case as the entity selected in the Create Record step, in this case also the Action were not executed.

Hope it helps..


Filed under: CRM, CRM 2016 Update 1, Dynamics 365, Microsoft Dynamics 365, Microsoft Dynamics CRM Tagged: CRM, CRM 2016 Update 1, Dynamics 365, Microsoft Dynamics 365, Microsoft Dynamics CRM