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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / cases does not get log...
Service | Customer Service, Contact Center, Fie...
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cases does not get logged if subject line includes RE or FW

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Posted on by Serge Niazi 10
our crm loggs the job when email is sent to our crm service email address.
however, if the subject line starts with RE or FW the case don't get created.
but you can see the email in contact and then we have to manually create the case.
 
How can I resolve this issue?
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Dynamics 365 Customer Service
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  • Suggested answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 2,289 Super User 2025 Season 2 on at
    cases does not get logged if subject line includes RE or FW
    It sounds like you have a filter on your Automatic Creation Rules. A condition to ignore emails that start with "RE:" is usually put into place so that replies to the initial email don't get logged as new cases, clogging up your queue process.
     
     
    Open your Automatic Record creation rules for the incoming queues, and check the criteria. You likely should see the conditions around the email subject line in there and disable or update them to meet your needs.
  • Suggested answer
    Engy Louis Profile Picture
    Engy Louis 79 on at
    cases does not get logged if subject line includes RE or FW

    You can check two places:
    1- The conditions in the record‐creation and update rules. 


    2-The ARC rule in Power Automate—there may be a validation that excludes emails whose subject contains “RE” or “FW.”

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