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We have a requirement to create new cases from emails received in our CRM, however the catch is, it should create a new case even if a case already exists and is in active state which was created previously from an email received from the same customer with same subject line. I have tried checking various options but have been unsuccessful in getting this to work. Any help will be greatly appreciated.
Hi Hector,
Thanks for your reply and info sharing!
So basically and technically, I assume that it is impossible to have a new case created from an email received in CRM, which already has an ongoing active case to it.
I was thinking maybe we can bypass this "by design" thing or work around it by using some custom workflows or similar sort of things. But, I guess that wouldn't work either.
Hi Dhiren,
When you create a case from email (automated rules) there is a correlation between the case created and emails related to the case.
In the email there are some fields hidden as MessageID, Conversation Index that help to DYN 365 CE to identify if the email received is correlated to the case.
If the case is still open will be correlated to the case, if the case is closed depending of the automated rule, if you have the option to create a new case when the case is resolved then it will create a new one.
In other words if your customer is replying an email from the previous case opened won't create a new case.
If your customer is creating a new email from scratch with same subject , it will create a new case.
Regards,
Hector Hernandez
Hi Dhiren,
If your Customer is interested in third party apps... then can check out: Zap Objects - Helpdesk Email-to-Case App:
https://zapobjects.com/apps/zap-helpdesk/
Here you have an option to create new Case always too... irrespective of an open case which already exist for the Customer.
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