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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Case is not being auto...
Microsoft Dynamics CRM (Archived)

Case is not being auto created by email source

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Posted on by sandeepstw 4,601

Hi,

I have Queue setup quick like this

201244.Capture.PNG

Auto Record creation rule for queue is like this

1325.Capture1.PNG

SPECIFY RECORD CREATION AND UPDATE DETAILS

4405.Capture2.PNG

And case creation setup like this

7120.Capture3.PNG

Condition I have :

1. Queue email and owner email is different than SPECIFY RECORD CREATION AND UPDATE DETAILS condition to recipient emails.

2. There is no contact available for senders email.

3. There is no contact available for SPECIFY RECORD CREATION AND UPDATE DETAILS condition to recipient emails.

 Checked checkbox "Create records for email from unknown senders". Still cases are not getting created.

Do I need to make flow like first check contact for sender and recipient emails and then create case?

Please guide, cases is not being created on email submitting for those emails?

Thanks,

Sandeep

*This post is locked for comments

  • Justinjose Profile Picture
    Justinjose 2,707 on at
    RE: Case is not being auto created by email source

    Hi STW ,

    Can you look is there any failed system job? 

    Thanks

    Justin Jose

  • Suggested answer
    Joseph McGregor Macdonald Profile Picture
    Joseph McGregor Mac... 597 on at
    RE: Case is not being auto created by email source

    I think you may be mistaken about how the Queue works for the Record Creation and Update Rule

    A far as I am aware for the Record Creation and Update rules to fire the recipient (to) of the email needs to be the Queue you have set in the Record Creation and Update record (in your case the PermissionResearch queue). You have specified conditions on other recipient email addresses which presumably would not be the recipient when the email is sent to that queue, and probably wouldn’t work when set in a condition that way anyway

    I think to achieve what you are after you would need the emails to all be sent to that Queue's email address, otherwise you would need to create a queue for each of those email addresses, have their emails synchronise into that queue's mailbox, and create a Record Creation and Update record for each of those queues

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