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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Understanding of the "...
Service | Customer Service, Contact Center, Fie...
Unanswered

Understanding of the "Automatic Record Creation and Update Rules"-Trigger

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Posted on by MichaelFo96 88
Hello,

We are using the standard functionality /Automatic Record Creation and Update Rules/ in Customer Service. I have a question about the Power Automate Flow it generates.

This flow has the following trigger:
 
 
The flow triggers when the value in the column /ImportSequenceNumber/ in the table /Email Messages/ is changed.
 
The received emails are correctly generated as a case. However when I go to the /Email/ table in Power Apps and look at the email record that triggered the flow it does not have an ImportSequenceNumber stored in the column. None of the emails received have an ImportSequenceNumber and we get around 1000 emails a day.
 
Can someone tell me why the flow was triggered anyway? The trigger criterion was actually not achieved at all.
Unfortunately I can't find anything on the official Microsoft pages. Also in the common blog entries I find nothing. Rather also questions in the direction but unfortunately without answer.
 
Many thanks in advance.
  • Expiscornovus Profile Picture
    Expiscornovus 53 on at
    Understanding of the "Automatic Record Creation and Update Rules"-Trigger
    Have you tried a not equal to null type of OData filter in the Filter rows field of the action?

    Just to see if that makes a difference for the flow being triggered.
    importsequencenumber ne null
     
  • Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Understanding of the "Automatic Record Creation and Update Rules"-Trigger
    Hi Partner,
    I'm in the same situation as you, the 'ImportSequenceNumber ' field values are null although flow does get triggered.
    I found the following blog about the field:
    "Import Sequence Number" field is a system-generated field that is used to identify the order in which records were created during data import. If a record has an "Import Sequence Number" value, it was likely imported from Excel.
    However, this article is even more confusing!
    So, I suggest you create a support ticket for professional assistance following the below procedure.
    Get Help + Support - Dynamics | Microsoft Docs
    I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
    Regards,
    Leah

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