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Dear all,
we configured automatic case creation for a customer service solution and if the email adress isn´t available in any account or contact there won´t be any case created in the system. I can just find the email in the queue and convert it manually but thats´s not what I want.
The owner of the rule is our crm admin who is able to create new contacts. Of course, I set the cross for create new contacts if the sender is unkown in the automatic case creation. I already found similar threads here but no viable answer for my problem.
Is it a bug in CRM 2016 on premise or is there any configuration needed for my case creation?
Additionally i want to create a new contact OR fill the customer field with a Dummy. So there are maybe 3 scenarios:
email adress found in CRM
not found --> new contact
not found --> dummy as contact
How can I differentiate those types mentioned above.
Thanks in advance
Patrick
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