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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Automatic Record Creat...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Automatic Record Creation (ARC) is not creating Cases when the Email is Regarding a Quick Campaign

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Posted on by RHOWARD 15

Hello all,

I have a situation where I send out a Quick Campaign using an Email Template.  This Quick Campaign comes from the Email Address linked to a monitored Queue.  Any and all replies to that QC Email just sit in the Queue and the ARC does not create a Case. 

What I have noticed is that all of the replies I see in the Queue have the Regarding already set to the QC:

Email-Example.PNG

When this Regarding is set, the ARC does not fire off.  I have tried everything I can think of.

Has anyone found a way around this to get the ARC to create Cases for Emails with the Regarding already set?

I have the same question (0)
  • Suggested answer
    Shahis Profile Picture
    Shahis 170 on at

    Hi Rhoward, you can try the workaround i suggested here - community.dynamics.com/.../1188745

  • RHOWARD Profile Picture
    RHOWARD 15 on at

    WORKAROUND Created:

    I created a Workflow that upon a New Email, looks for the Queue and Regarding.  If the Queue is the one I am monitoring, and the Regarding is set, I clear out the Regarding first.  This tells the ARC to fire off correctly.

  • RHOWARD Profile Picture
    RHOWARD 15 on at

    WORKAROUND Created:

    I created a Workflow that upon a New Email, looks for the Queue and Regarding.  If the Queue is the one I am monitoring, and the Regarding is set, I clear out the Regarding first.  This tells the ARC to fire off correctly.

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