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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Question about Multipl...
Microsoft Dynamics CRM (Archived)

Question about Multiple Email-to-Case Creation Rules

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Posted on by KG_CRM

I'm trying to migrate my organizations current CRM system over to Dynamics CRM.  With our current system we have several email addresses that we use for support.  One email address is sort of a 'premier support' email address that only a certain group of customers know about.  Another email address is a general tech support email that's visible to everyone.  And the last email address is a legacy email address that we stopped using but still keep open to receive emails, but not reply from.  I have queues and email-to-case rules setup for each of these addresses and I'm testing the scenario of when a customer sends an email to all three addresses.  What I'm seeing is Dynamics will create three case records, one for each creation rule, but only one of those cases will show the email since the email's Regarding (regardingobjectid) field can only link to one object/entity.  How does Dynamics CRM decide which case to put into the Regarding field?  Without exhaustively testing this, my first guess from what I've seen is it uses the last email-to-case or queue mailbox that was enabled.  What I'd like to be able to do is choose which case gets the email and for the other two cases to either not get created or be deleted.  OR if there is a different way for the one email to be seen by all 3 cases that would give our users the option of deciding which case to use.

At the moment I'm using CRM online and Office 365, so there is no on-prem email router.

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  • KG_CRM Profile Picture
    KG_CRM on at

    The best I can think to do is add a custom boolean field to Cases called 'Duplicate' that defaults to true and then have a workflow that runs when an email is received that sets this field to false.  Then in our case views I would hide these case based on this field and maybe create a view for managers that can see these duplicate cases to delete them.

    Does anyone else have any ideas on how to remove cases that don't link to their creating email?

    Anyone know how Dynamics sets the priority of which email-to-case creation rule & mailbox gets the email?

  • Verified answer
    Aileen Gusni Profile Picture
    Aileen Gusni 44,524 on at

    KG CRM.

    You are correct.

    CRM creation rule will not filter which email creating the Case, as long as the Email is coming in to the Queue, and the Queue is valid Queue to create a Case, then it will create Case. You cannot exclude email coming in to the Queue to create Cases, it has been asked in other forum as well.

    community.dynamics.com/.../143197.aspx

    community.dynamics.com/.../147281.aspx

    I think, the most probably here is you set the property flag, which one of 3 addresses is the primary for you?

    I cant find any documentation from MS about its priority of the Email-Case creation rule.

    It is also can be depending on the 'To' field order, let's say you sent to A, B, C or B, C, A.

    Depends on first email coming it is very difficult to predict, right.

    First, email coming, then create Case 1, and then email linked to Case 1, then email coming to B, create Case 2, then email regarding field will be changed to Case 2, then email to C, create Case 3, regarding field will change as well to Case 3, or stay in Case 1 in your case?

    You can use Bulk Deletion job to delete the duplicate as well instead of asking user to Delete that, but you need to very sure about the criteria to delete.

    Thank you.

  • KG_CRM Profile Picture
    KG_CRM on at

    Hi Aileen,

    Thank you for the reply.  The second link you provided is the same scenario to what I'm facing.  I'm glad I wasn't missing something but at the same time I'm a little disappointed that there's no automatic solution for it; only a manual solution.  I'll discuss it with my managers and maybe implement the custom boolean field I mentioned above.

    We don't quite have the same problem mention in the first link you provided as we have automatic replies turned off.  Instead of auto-replies, what we do is have a few our users read and then either delete or re-assign inbound emails based on content.  If those users can handle the support request then they'll re-assign the case to themselves.  We have a workflow setup to send an email to the customer when the case owner is changed from the default owner.  I also added a custom boolean field to cases so that this email only goes out once instead of every time the case is re-assigned.  I think I also have it set so it's only email created cases get these auto-replies instead of manually created cases.

    We used to have auto-replies with our current CRM system, but we had a few instances where our auto-reply would trigger an auto-reply from our customer, which would trigger another auto-reply from us, and so on.  Another reason we adopted this auto-response system is so that auto-replies don't get sent back to spammers, letting them know our email address is valid and potentially prompting more spam.  If the email we received was spam, rather than delete it, it gets assigned to a spam "team" that's an exception to the auto-reply workflow.

  • Aileen Gusni Profile Picture
    Aileen Gusni 44,524 on at

    KG CRM,

    Correct..

    There is no setting for this.

    No exclude as well.

    Or you can create a plugin?

    Once the creation of Case, you cancel the Case if already linked to any email activity with same subject and same from address by detecting the subject, from, and to fields?

  • KG_CRM Profile Picture
    KG_CRM on at

    A plug-in is probably beyond my capability to do.  ATM I'm struggling to get some bits of javascript working.  I've never use javascript before.  So far I've been successful in what I've wanted to do but it's taking me several days to figure some stuff out.

    I don't think it would not be enough to just detect the subject, from, and to fields.  I think it would need a date & time component as well, say treat them as identical if the cases were also created within 10 minutes of each other?    I would not want two emails sent months apart to be treated as identical just because they had the same subject and sender.

  • Aileen Gusni Profile Picture
    Aileen Gusni 44,524 on at

    Yes,

    The criteria I gave before is just example, but my point is, another solution, that is using Plugin.

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