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Automatic Record Creation and Update Rules Not Working

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Posted on by farbodkain

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hello , im trying to convert incoming email to case automatically .i am using dynamics 365 CRM 2016 on-premise. first i created simple Rule which is you can see on below picture.

and my rule item is

afrer i saved the my service nothing appear in system jobs list.its like not exist at all.and my email not received inside crm.

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necsa 3,455 on at

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Hi farbodkain,

Did you activate your case creation rule?

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farbodkain 355 on at

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hi Necdet Saritas ,

yes its activated.

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Paul_Owen 2,027 on at

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Hi, if the email is not coming into CRM then the rule won't work. Have you tested and enabled the Queue mailbox? Also you don't need to create a queue item as that will be created automatically, also you may want to add a condition that email direction equals incoming so it doesn't create a case for the replys I think?

Regards

Paul

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farbodkain 355 on at

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hi, paul owen. Thanks for your answer.

i Checked eveything you said . my Queue mailbox is activate and without this Creation Rules , i get all of incoming emails inside CRM.

i check my Alert's mailbox in CRM and give me below warning :

Exchange server returned UnknownIncomingEmailIntegrationError -2147220970 exception

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Hector H 199 on at

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Hi ,

You need to validate some steps

1) Check if you have received the email activity in Dyn CE, Go to Activities and filter by email messages (Recieved)

2) If You have received the email, the second point is validate the system job, filter by name "Rule Item"

If you don't see the email activity in Dyn CE, check the queue mailbox that should be running and you queue accept all email messages

If you see the activity, and you find in system jobs "Rule Item" check if it has an error.

Regards,

Héctor Hernández

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Paul_Owen 2,027 on at

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Have you run the Test and Enable again and do you get a success message for incoming mail?

Regards

Paul

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farbodkain 355 on at

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hi HECTOR HERNANDEZ , thanks for your reply.

for first step , without activate this rules i received my email inside CRM (Activity).but when ever activate defined rule nothing happen at all and just get below error in my mailbox alert.

"Exchange server returned UnknownIncomingEmailIntegrationError -2147220911"

for second step: i don't why , but i can't find created activated rule inside system job or any other section in my crm. its just like not exist at all.and not incoming email happen at all.

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farbodkain 355 on at

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hi, Paul Owen, thanks for reply

unfortunately after activate rule no email received at all.

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Paul_Owen 2,027 on at

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I asked if you ran the Test and Enable on the mailbox again and got a sucess message for incoming mail?

Regards

Paul

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xSaYnTx 10 on at

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Did you find a solution for this? We're experiencing the same problem. The queue tests correctly with no record creation rule enabled, but as soon as we enable the rule, the queue no longer receives the emails sent to the address.

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