Dynamics Community Forum Thread Details

How to set CC field in Automatic Record Creation and Update Rules

I understand that the CC field cannot be set as a condition in the Automatic Record Creation rules.

I would like to create a Case if a specific string is included in the CC field.

In that case, would the only solution be to create a custom single line text field for the CC and use a Workflow or Plugin for this development?

The From and To email addresses have text fields associated with them, so I’m curious—why doesn’t the CC field have an associated text field?

Hello CU31101039-0,

You're absolutely right. Currently, Dynamics 365 doesn't directly expose the CC field as a condition for automatic record creation rules. This limitation can be frustrating, especially when you need to trigger actions based on specific CC addresses.

While a custom field and workflow/plugin approach is a viable solution, it involves additional development effort and complexity.

Here are some alternative strategies you might consider:

1. Power Automate:
Email Trigger: Create a Power Automate flow triggered by new incoming emails.
Condition Check: Use the "Condition" action to check the CC field for the specific string.
Record Creation: If the condition is met, create a new case record in Dynamics 365 using the appropriate connector.

2. Third-Party Integration:
Email Tracking Solutions: Consider using third-party email tracking solutions that can extract CC information and trigger actions in Dynamics 365. These solutions often offer more flexibility and advanced features.

3. Custom Workflow or Plugin:
Complex Scenarios: If you need more granular control or customization, a custom workflow or plugin can be used to extract the CC field information and trigger the desired actions.
Regarding the absence of a CC field in Dynamics 365:

This limitation is likely due to several reasons:
Complexity of Email Parsing: Extracting and processing CC information can be complex, especially when dealing with multiple CC addresses and different email formats.
Performance Considerations: Adding more fields to the email entity could impact performance, especially for large organizations with high email volumes.
Data Privacy and Security: Exposing CC information might raise privacy concerns, especially if it contains sensitive data.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
If you have further questions, please feel free to contact me.

Best Regards,
Daivat Vartak

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