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Automatic Record Creation Rules fail when the sender of the Email is a Contact and a User in CRM

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Posted on by Eagle0473

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 :

Microsoft Dynamics 365

2021 release wave 2 enabled

Server version: 9.2.21093.00147Client version: 1.4.3315-2109.3

Thank you

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Kenneth Ariel Chave... on at

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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.

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Community Member on at

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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:

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