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I tried the new Service Management function in CRM 2013 SP1.
I created an auto case creation option, which is working well.
But I noticed that every email activity is created twice as you can see on the screenshot:
If the sender is created in CRM (as contact p.e.), crm creates also 2 activities.
How can I avoid that?
Fir of all, can you check you only have 1 Rule and you select which Queue?
Those two email are actually different.
You see the first one (red color frame) is CRM Service, which is CRM User
and the other one, second one (blue color frame) is <CRM Service>, which is Queue
Okay, actually, the case that created automatically is only one case, right?
So, it is because your CRM Service and <CRM Service> have same set email address, is that correct?
So, usually in the first picture, I would create a new Queue and then select the new Queue as the destined queue.
Hope it helps!
I understand, your screen captured one is email activities against the contact entity form, not case.
So the case still one case created only, not duplicate.
Can you check in the database those two records createdon?
Can you help to check any difference or not?
I think the problem is not because of the automatic case creation rules
But the problem is because you set the incoming address for user CRM Service and queue <CRM Service>
Then when user send email to the address, for example = email@example.com then will be considered as email to 2 mailbox, for user and for queue. So to avoid that, you should remove 1 email address, usually if you dont have dedicated queue, I would rather choose User incoming mail address directly. The user is basically have their own queue upon creation of the user, like CRM service after created, and crm will create queue <CRM Service>.
So when the incoming email comes to the mailbox, it will be considered as one email only.
Need you to try it first.
Hope it helps you Raphael!
I removed the email address from queue <CRM Service> (queue from auto create case rule).
The email gets tracked (user crm service and contact), but no case will be created after incoming.
Should I create a queue with an email address which is not associated with a crm user or should it work with an user email address?
Maybe there is a problem with the mailboxes? I have 2 mailboxes of this user, one for the queue, one for the user itself. How can I handle this?
ok, now I created a new email address and queue and set it to the case creation.
I didn't create the user of the queue in CRM, the owner of the queue is CRM Service. This user needs Send on behalf permission on the mailbox of the queue user, so the sender of the mail is "CRM service on behalf of support". Is there a possibility to change this to "Support" only?
The second problem is the following:
I created a workflow which sends an email to the supporters that a new case is available. At the moment there is just one defined user. But CRM sends two emails (I just get one, but in the case there are two emails, see imagizer.imageshack.us/.../Ng55ez.png). In the first email, there is just the user, in the second email it is the user AND his email address. How can I avoid that? The user just have one queue and one activated mailbox.
Can you check the created on of each email? I think you are using onPremise version, right? Can you help to check the createdon field value from database directly?
Anyway, if you go to the case, and get the workflow info, do you see any duplicate workflow was executed or any double email for each workflow?
Because I see from the image, the recipient is now just CRM Service, not from CRM Service (User) and <CRM Service> (Queue), but if we see the picture you attached, I analyze, the chronological process was, first SMS to CRM Service, then to Supportqueue, then to CRM Service, it seems like the workflow was run twice, before email to supportqueue and after email. Can you check the created on for those 3 emails, check the workflow log, and check if you disable the workflow, still create 1 email or not at all?
There is just one entry for the email in the DB. And there is everything correct.
Maybe this screenshot will give you clearance about my problem: imagizer.imageshack.us/.../c9J2qI.png
As you can see, one of the entry is with just the CRM User as receiver (To field), the other entry is with the CRM User AND his email address.
My case workflow:
1. firstname.lastname@example.org is the email address of the queue "Supportqueue"
2. email@example.com sends an email to Supportqueue.
3. CRM creates a new case (case owner: CRM Service).
4. Email from Supportqueue to firstname.lastname@example.org, that the case is successfully created --> works without a problem (one email entry in case).
5. Email from Supportqueue to support users, that a new case is available --> two email entries in case!!!
I hope now my problem is clear.
Now it works, I changed the sender from supportqueue to crm service and deactivated the check box "track emails between crm users" in System Settings --> Email.
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