Dynamics Community Forum Thread Details

Handling Out of Office emails on auto record creation

Hi, We have configured auto case creation rule on receipt of an Email along with auto-response. The main problem that we are facing is to filter out the Out of office emails.

As of now, the filters that have been put are "if the subject contains oof, out of office, thank you" then do not create a case. However, there are still times when a couple of them sneak in and a case is created.

Here is a typical flow that we are seeing and is causing the problem.

Customer sends a query via email
Case is created in CRM
Auto-response is sent to the customer
Since, OOF is set for customer, a response is received in CRM (which lets say is not filtered for oof)
CRM sends auto-response again to the same customer
Another oof is received in CRM
And the loop keeps continuing

I want to understand how are you guys handling this scenario and is there any fool-proof way to filter out all of the oof emails to ensure that the above endless loop does not happen again.

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Email and Office Integration

Customization / Solutions / SDK and API

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