Dynamics 365 Using Automatic Record Creation and Update Rule to Convert Email to Custom Entity Record

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Posted on by D365EL

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Hello Community,

The out of the box automatic record creation and update rule appears to default the email conversion to case. If I wish to convert incoming email to a custom entity record called "Email Inquiry", is it possible to set it up using the automatic record creation and update rule? I notice when we try to create the rule item, the "Record to create" field is always default to "Case" and we can't change it. I try opening the Power Automate Flow to make the changes. When running the test, it's able to create the custom entity record from the case, but I am having trouble linking the original incoming email to the timeline of the custom entity record. Basically, I would like to achieve the same email to case conversion behaviour where we could see the email under the timeline of the case. I am not sure what steps and how to tweak the Power Automate flow to make that happen. I believe I need to modify something in that last step "Connect the record to the incoming activity", but I am not sure how to do that to link the email to my custom entity record such that it appears under the timeline. Does anyone have any ideas? Thank you!

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Bipin D365 28,983 Moderator on at

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Hi,

You will need to create relationship between Email and your custom entity.

Then you can use Update A Row action in power automate to link both records by setting the regarding field.

community.dynamics.com/.../setting-email-regarding-field-to-custom-entity-in-workflow

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D365EL 306 on at

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Hi Bipin Kumar ,

Thanks for your suggestion! But what if I want to link the email to the Timeline section of the custom entity, not in the Regarding field. Would you know if that's possible?

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Bipin D365 28,983 Moderator on at

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Hi,

Record will be visible in timeline section only when regarding Lookup is set.

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Leah Ju Microsoft Employee on at

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Hi Partner,

There is no need to change anything in the last step "Connect the record to the incoming activity".

I just change table in the 'Create a record (don't rename this step)' step without any other changes, then all run OK.

The 'PrimaryEntityReference' can be populated with value from last step automatically.

So you need check the following things:

1.Enable 'Creating a new activity' for the custom entity,

Activities (like emails or appointments) link to reference data through their regarding lookup.?

-----Power apps page:

-----Classic page

----current entity will build relationships with activity entities(include email) automatically if it has been enabled.

2.Add the custom entity to current app.

3.Check 'Regarding' field of the email:

--Make sure that custom entity as one type of the regarding field in email:

--Only the regarding value of the email is the custom entity record, you can view it in the timeline of the custom entity:

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D365EL 306 on at

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Hi Leah Ju ,

Thank you very much for the info - that's very helpful and yes it worked! :)

However, I am curious to understand further in the Power Automate flow, do you see the following automatically populated from your flow? I am getting this, and it's giving me an error on the flow, so what I did was I manually remove/clear these rows. After that I am able to run the flow. However, I am not sure by removing them what the implications might be. You had mentioned that the only change you made was choosing the entity record to create (from case to email inquiry), and you didn't have to make any other changes. I would be interested to know how you were able to get this part working. Did you have to clear those fields too?

Thanks!

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Leah Ju Microsoft Employee on at

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Hi,

Don't worry it!

These rows are dedicated to the case entity and have no effect when cleared.

I did the same thing as you (sorry for the previous misrepresentation).

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