web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

Season of Giving Solutions is Here!
News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Need to disable Create...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Need to disable Create records for email from unknown senders

(0) ShareShare
ReportReport
Posted on by Inkey Solutions 2,102

Hello Everyone,

I have defined one Record Creation Rule which is creating Case record. In which our requirement is if any unknown sender sends any email to the Queue selected in this Record creation rule then Email and Contact record should not create.

pastedimage1595340517796v3.png

For this, in record creation rule I have already UNCHECK "Create records for email from unknown senders" this condition and I have also UNCHECK from the personal settings to not create records from Track emails. See screenshot below:

pastedimage1595340481777v2.png

Still it is creating Email Message as well as Contact record if I send Email to an unknown sender.

Please guide me further and let me know if I am missing something in the configuration.

I have the same question (0)
  • Pankaj Gogoi Profile Picture
    Pankaj Gogoi 3,177 on at

    Hi,

    The option "Create cases for email from unknown senders" works in conjunction with the Automatically create records in Microsoft Dynamics 365 option in the rule owner’s Personal Options. Please refer the link below

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

    Screenshot for quick reference

    6648.Untitled.png

    In addition to this, you might want to have addtional Condition to check if the sender exists Contacts.

    Best Regards

    PG

  • Suggested answer
    Adarsha MG Profile Picture
    Adarsha MG on at

    Hi Partner,

    I hope your requirement is to stop creating the email and contact when an Unknown sender sends an email to particular queue.

    Including the below steps which you have taken , I hope you might need to check create contact privilege in security role

     for that queue /Teams and most probably that might help you in this situation .

    pastedimage1595431809294v1.png

    pastedimage1595431833279v2.png

    If you found the answer helpful, please mark as Verified

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
    Trial

    Regards,

    Adarsh

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

News and Announcements

Season of Giving Solutions is Here!

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the December Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Tom_Gioielli Profile Picture

Tom_Gioielli 24 Super User 2025 Season 2

#2
TAHER Mehdi Profile Picture

TAHER Mehdi 14

#3
Fameeda Yaseen Profile Picture

Fameeda Yaseen 10

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans