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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.
Hello,
Moved the thread to the Dynamics 365 Customer Service forum.
Incoming emails (for examples sent to queue) can be automatically processed with features such as Automatic Record Creation and Update or Automatic Case Creation Rules.Are these the options you have explored?
Henry
Hi Henry,
Thanks for your reply and moving the query to the correct forum!
Yes, have explored the automatic case and record creation rule option and tried modifying the same, however, that did not work.
Will try to do some further testing by modifying the automatic case creation and update rule while I get some pointers from someone who must have did this in the past.
Thanks Again, Cheers!
If I understand correctly, you want each incoming email to create a new case, regardless of the fact that cases might already exists from past email interaction with the same customer?
yes, that's exactly what we are looking for Henry.
Just sharing here my 5 cents guys... Maybe Power Automate can help you with the record creation. A flow can be triggered when an email arrives, then another action that creates a Case with the corresponding data as needed. Other filters can be applied.
In the Power Automate forum, there was a similar request Dhiren, just if you would like to take a look: powerusers.microsoft.com/.../404927
Yader Morales.
I see, so just like Yader also suggested, I advise that you try to achieve this with a Flow on Power Automate, that triggers with the "Common Data Service (current environment)", with the "When a record is created, updated or deleted" trigger (https://docs.microsoft.com/en-us/connectors/commondataserviceforapps/#when-a-record-is-created,-updated-or-deleted)
That way, whenever a new email is created in Dynamics 365, a new case can be automatically created. You can add additional logic in your Flow if necessary.
Hi Yader,
Thank you very much for your help and directions!
I have tried doing this with flow, but as I was expecting, even if we have a flow in place an create action to create a new case, CRM some how identifies that the email is already tracked to an existing open case and does not allow to create a new case until I close the existing active case created from the original email.
What do you mean by "CRM does not allow to create a new case"?
I can understand that CRM tracks the email and link it to an existing open case. But you can override that action by just creating a new Case and replace the Regarding lookup of the email in your flow.
Go to system settings in email tab Uncheck those boxes (use correlation to track email..)
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