Smart Matching and Case Creation

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Posted on by Community Member

Hi,

We currently encounter the following issue:

Whenever a new email arrives to our customer service mail account it is automatically tracked in Outlook and a case is created via an automatic case creation rule. This works fine apart from the fact that successive emails (replies, forwards, etc.) lead to the creation of new cases each time. I've set up the Smart Matching correlation to get rid of the default noise words like "RE:", "FW:" etc. by using the predefined regular expression. I have tested this expression manually and it successfully finds the noise words. However, it seems the successive emails in an email thread are not recognized as expected since the mails are not appended to the existing case, but a new case is created for each mail.

We are using Dynamics CRM 2016 with the latest updates (February 2017) and the following email settings:

Any ideas why the incoming emails are not appended to an existing case (which is still open)?
Do the case creation rules have any influence on the decision, whether a new case is created or an email is appended to an existing case?

I would appreciate any hints on how to resolve this issue.

Best Regards

Thabo

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Community Member on at

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Do the case creation rules have any influence on the decision, whether a new case is created or an email is appended to an existing case?

Love your question! We are also asking the same question as we are using tokens and auto case creation rule which specifies create a new case if the case has been resolved since 1 minute. We have emails which ignore the rule and attach themselves to closed cases. we want new cases to be created.

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Megan V. Walker 1,841 Most Valuable Professional on at

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I am also seeing this issue a lot. Also, one of the comments asked about creating new cases for activities when the original case is resolved. Check the conditions for record creation (found under Settings>Service Management> Automatic Record Creation & Update Rules). You might have something set up that is preventing a new case from being created.

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Siiljen 45 on at

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Does anyone know if this is still an issue in v8?

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Community Member on at

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Hi Siiljen,

for us with Microsoft Dynamics® CRM 2016 (8.1.0.359) (DB 8.1.0.359) the issue occurs only if multiple mails from the same email thread are being tracked at the same time. This creates multiple cases, each with one mail attached. Successive incoming mails will be attached to one of those cases - the order seems to be arbitrary.

Best Regards

Thabo

PS: We only have this one "Record Creation and Update Rule".

Siiljen

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Community Member on at

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Hi, any update as to why this may happen. I seem to see the same problems with multiple emails from the same email thread. using CRM on prem 2016 (8.1.1.1005)

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