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170Hi,
I was trying to configure Automatic Case Creation using the Automatic Record creation and update feature, however i've seen some weird behavior which appears to be a bug.
I've configured the system to create cases when email direction is incoming - very straight forward. So every time an email is received a case should be created. No other option on the page is checked.
Scenario 1 : When an email is created and sent out from CRM and Regarding is not populated.
Behavior : When the email is responded to, a case is created by the system.
Scenario 1 : When an email is created in CRM and Regarding of that email is populated with any entity record.
Behavior : When the email is responded to, a case is not created by the system. The system job runs and succeeds.
This happens regardless of what is set (Regarding or Sender) on the Customer field on the Case properties page. It looks like it just disregard this setting and tries to check the Regarding field to associate the case with an account or contact.
I was able to confirm this behavior by simply creating a workflow. If the Customer field on the case properties is set to anything else other than "Regarding", the workflow will fail with one of the following errors -
Microsoft.Crm.CrmSecurityException: Creating Entity with an invalid parent. Entity: Incident, ReferencingAttribute:customerid
Creating Entity with an invalid parent. Entity: Incident, ReferencingAttribute:customeridDetail:
Please specify an Account or Contact.
Why does it disregard the dynamic value set for the Customer field and goes straight to check the regarding field? Has anyone noticed this behavior and found a workaround?
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