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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Converting an Email in...
Microsoft Dynamics CRM (Archived)

Converting an Email into a Case stores the Customer field into Account rather than Contact on Case Form

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Posted on by Community Member Microsoft Employee

So I've been trying to get to the bottom of this for a while now but haven't found any answers.

We have a queue that intakes emails from a shared mailbox which users can sort through and create cases from depending on their validity. Some of these emails coming in are from already known "contacts" and as such it shows in their "from" field. When converting to a case the "contact" who sent the email is already pre-populated into the "customer" field. However once you create the case the "customer" field is stored into the "account" field as a "contact" while the actual "contact" field is left blank. This is really weird behavior and I can't seem to find any way around it. Any ideas what might be causing this?

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  • Suggested answer
    Sreevalli Profile Picture
    Sreevalli 3,256 on at
    RE: Converting an Email into a Case stores the Customer field into Account rather than Contact on Case Form

    Hi,

    That is expected behaviour when you are using Email to Case feature, it uses Customer field to populate Account or Contacts(as it is customer typer field) and the same field can be used for tracking or auto replies etc..,

    if if you have any other functionality around Contact field then you should create a system workflow to copy Contact from customer and populate in Contact field (before that, check if that is contact or not)

  • Suggested answer
    Mahadeo Matre Profile Picture
    Mahadeo Matre 17,021 on at
    RE: Converting an Email into a Case stores the Customer field into Account rather than Contact on Case Form

    In CRM you can store account or contact into Customer field.

    Check your automatic case creation rules.. it might be you are setting contact in customer field

    check following link for more details

    docs.microsoft.com/.../automatically-create-case-from-email

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