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I need to create automatic case creation role from email, my problem is the role is working fine if I checked the option "Create records for email from unknown senders", but I need to create case for only the predefined contacts or account.
below is a screenshot of my configuration:
thanks for support.
If "Create cases for email from unknown senders." is not selected, cases are created only for email messages that have a contact or account as the senders. Email messages from sender that are present as other record types won’t be converted to cases.
If you want to set certain predefined contact/account for which email message you want to create case then you need to add custom rules in the section called "Specify Record Creation and update details" where you can put condition with selected senders.
For more information you can have a look below reference -
Thank you for your help,
let me explain more,
if I select the option "Create cases for email from unknown senders" then the role working fine and the email convert to case but after create a contact for the sender because its unknown,
now if I try to send from the same email again, then the CRM create another contact for the same sender again.
so every time I send email from the same sender, CRM keep create new contact record for this sender which cause many duplicate contact for the same sender as below:
So I try to uncheck the option "Create cases for email from unknown senders" to create case for only senders defined as contact on CRM.
but after that the role not working and all email stuck on the queue.
also there is no check condition can return if the sender is exist on CRM contact or not.
I think the problem is the CRM not checking the sender email if its exist or not, so duplicate contacts created for unknown sender and not working for predefined contacts.
I hope to find a solution for this problem.
Thanks for support.
Could you please check in the Duplicate detection rules,make sure duplicate emails check rules are in published mode . In addition also check whether the email field which you are referencing are the primary one as there are more than one email fields is there in the Contact and Account entity. Use primary field emailaddress1.
Yes, there is a duplicate detection role configured and published as below:
and yes I am referencing the primary email filed.
I believe the problem is that the CRM server can't checking the contact if its exist or not.
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