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Dynamics 365 Community / Forums / Customer Service forum / Automatic case creatio...
Customer Service forum

Automatic case creation is not working - CRM online

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Posted on by Community Member

In my CRM online org, I have created an automatic record creation.

Scenario: When email comes in for a queue, create a case. 

My observations:

1. Incoming emails are getting created. So mailbox settings are fine.

2. Email's queue item is with the targeted queue.

3. Intended Record creation rule has been executed successfully.

4. There is no other workflows or plugins running.

Issue: No case has been created in the system.

Case-create-sys-job.PNG

Any ideas?

Thanks in advance.

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I have the same question (0)
  • Suggested answer
    Mahadeo Matre Profile Picture
    Mahadeo Matre 17,021 on at

    Hi..

    Looks like Dialog-conversationsenario value is not meeting condition to create case.

    Check what value is set to this option-set when email is created.

  • Community Member Profile Picture
    Community Member on at

    Thanks for the reply.

    But how to set this Dialog-conversationsenario value or where to look for this value?

  • Community Member Profile Picture
    Community Member on at

    I resolved this issue. I found a 3rd party plugin running on create of emails and when I disabled it, the rule worked.

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