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I have created a workflow on create of an Email in CRM that checks for specific words in the Email subject and if found updates the Regarding(Case). When I send an email to the support mailbox in CRM, the workflow fires and then gives the error: "A record required by this process could not be found."
I am assuming that the Regarding(Case) cannot be located, so am asking what needs to be included in the Email to allow a connection to be made to an existing Case. I've tried replying to an email sent out by the system, including the Case number in both the Subject and Body of the Email, as well as the specific "CRM" number that is added to the Subject when the Email is sent out by CRM (such as something like CRM:0002208).
I have also tried adding the update step to the Case Creation and Update Rules - specifying if the Email is incoming and contains specific words in the subject, update the Case. This says succeeded but the Case record does not change.
Any help is appreciated.
I think your problem is that you create a new email. During this creation you are checking if it contains some words. If yes you want this email to be connected to a case record.
The problem is that you want to create this connection when your email isn't even created (your email doesn't have a GUID at this point). As CRM has not both GUID to create the ActivityParty, it throws you this error message.
Thank you for your response! I have now modified the workflow to trigger on email fields changed in addition to triggering on when the email is created in CRM. I am not getting the same error, but I the Status field is also not changing to Resolved. The workflow and the rules both say succeeded but the Status is still Active.
I got it...case auto creation conditions and workflow details below. When I send an Email to our support email address the first time, it creates the case and sends me an auto response. When I reply to that auto response with "Please close this ticket" in the body of the response, the case status changes to Resolved.
Record Creation and Update Rule
Email Subject Contains Data
Email Direction Equals Incoming
Email Sender Does Not Equal (support email address here)
Email Description Does Not Contain Please close this ticket
Start When: Record is created, Record fields change: (Regarding)
If Email:Description contains [Please close this ticket] then:
Step 1: Change record status to: Regarding (Case) Problem Solved
Thank you Guillaume for all of your help!
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