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Auto case creation is not taking into account the owning business units

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Posted on by Community Member Microsoft Employee

We have an issues where Auto case creation is not taking into account the owning business units of Contacts/Companies.

We currently have Business Unit A owned Cases auto-creating from queues but some are linking to Business Unit B owned Contacts/Companies based on email address. This leads to crossover data, Business Unit A users seeing case resolution activities against their Companies & Contacts which should not be happening.

Is there a way to put in place a logic where the auto case creation takes into account the owning business unit when trying to match a contact based on email. If a contact does not exist owned by Business Unit A then a new contact is created, the system must not link to simply any business unit owned record that matches?

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Community Member Microsoft Employee on at

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RE: Auto case creation is not taking into account the owning business units

Hi Eatsam

The way is logically possible.
But I can't guarantee the specific operation and its consequences, maybe you can test whether it is feasible

Regards,

Leah Ju
Community Member Microsoft Employee on at

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RE: Auto case creation is not taking into account the owning business units

Hi Leah Ju

Thank you for your reply.

Do you mean adding another condition after Retrieve Sender Contact step as show in the screenshot below? Also would this logic also create the case in the correct business unit?
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Community Member Microsoft Employee on at

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RE: Auto case creation is not taking into account the owning business units

Hi Eatsam,

Have you created a ‘Record Creation and Update Rule’ record, you can notice that a case record has created in the power automate, so you can add other steps in the flow to specify contact’s owning business unit.

Click the link to open the flow to edit it (Following screenshot show the overview of the flow):

Now, you need expand 'Is this email sender a contact or an account' step and 'Is email sender a contact' step.

In the box I drew on the picture:

1.Under Yes branch, Add one condition to specify contact's owning business unit lookup field value behind 'Retrieve sender contact' step and create new contact for the sender if owning business unit is not A.

2.Under No branch, Add new step to retrieve sender account and specify account's owning business unit lookup field value and create new account for the sender if owning business unit is not A.

Regards,

Leah Ju

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