Announcements
No record found.
Hi ,
I have create a rule for automatic open case , The rule work only if the sender is a contact or an Account . I will want that the rule open case if the sender is a User in CRM . It is possible ?
I read this article :Automatic Record Creation Rules fail when the sender of the Email is a Contact and a User in CRM: "You should specify a parent Contact or Account." (microsoft.com)
But don't work !
My version is :
Thank you
Hi,
This documentation can help you building what you are looking for:
Automatically create a case from an email in web client (Dynamics 365 Customer Service) | Microsoft Docs
If this was helpful, please check it as verified to help others finding useful information.
Welcome to this amazing community.
Hi Eagle0473,
Please note, the aforesaid solution will only work when we’ve User and Contact records with the same email address. It will not work if the sender of the email exists only as a User in the CRM and not as a Contact or an Account.
Thus in such situation, enable the automatic creation of the sender of the Email as a Contact. With that you will be reaching to the point where the above solution could be implemented.To enable it, you just need to select the ‘Create records for email from unknown senders’ checkbox in the Automatic Record Creation Rule.
Legacy web client:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-rules-to-automatically-create-or-update-records#set-email-conditions
UCI:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records#configure-advanced-settings-for-rules
Note:
The same explanation you can see in the more information section of the link:
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
Congratulations to our community stars!
Expanding mentorship, skilling, and AI innovation
These are the community rock stars!
Stay up to date on forum activity by subscribing.
Daniyal Khaleel 58 Most Valuable Professional
Travis South 37
11manish 24 Super User 2026 Season 2
