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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Two cases with same su...
Microsoft Dynamics CRM (Archived)

Two cases with same subject created for one inbound email when acknowledgement email is sent

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Posted on by Community Member Microsoft Employee

I have created a workflow where a case is created for an incoming email with the email's subject as Case's title.

When a case is created, acknowledgement email should be sent to the customer as per the workflow. But, now two cases with the same subject 

are created for one incoming email. For every acknowledgement, tracking tokens are different as well. However, the actual acknowledgement is

getting tracked to the original case as well.

 

Need your valid suggestion to resolve this issue!

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  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Two cases with same subject created for one inbound email when acknowledgement email is sent

    Hi Prasanna, we don't use any Automatic record creation & updation rules.

  • Suggested answer
    PS Profile Picture
    PS 23,577 on at
    RE: Two cases with same subject created for one inbound email when acknowledgement email is sent

    Your workflow seems fine.... are there any other processes or automations or settings which are creating a case again?

    Can you go to settings>>Service Management>>Automatic record creation & updation rules ... and see if there are no rules for case creation?

  • Suggested answer
    PS Profile Picture
    PS 23,577 on at
    RE: Two cases with same subject created for one inbound email when acknowledgement email is sent

    Can you share the screenshot for second workflow, wherein email is assigned to a queue and create case. I guess thats creating the problem.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Two cases with same subject created for one inbound email when acknowledgement email is sent

    Hi Prashant !

    Thanks for the reply.

    We have two workflows.

    First one is against the email entity so that the case gets created.

    Trigger is only one i.e When the record is created.

    As per the process, when an Email comes into the CRM, it directly goes to Queue (created by me) and the case is created and assigned to the Case queue based on the "To recipients".

    Then the next workflow is against the case where as per a field's value an acknowledgement email is sent to the customer with the subject as Acknowledgement: (Case!CaseTitle).

    So, in this regard, Case will be created only in the first workflow but not in the second.

    But for me, an additional case is  getting created with the Email's Subject. When I open this additionally created case record I have only one activity where that acknowledgement email activity (outbound email from CRM) that had been sent to the customer.

    However, the actual acknowledgement email  (outbound email from CRM) is getting tracked to the original case as well with the different CRM email token.

  • Suggested answer
    Aditya_Patil Profile Picture
    Aditya_Patil 346 on at
    RE: Two cases with same subject created for one inbound email when acknowledgement email is sent

    Check if you have added condition Direction = "Incoming" before creating case in your workflow or not.

  • Suggested answer
    PS Profile Picture
    PS 23,577 on at
    RE: Two cases with same subject created for one inbound email when acknowledgement email is sent

    What are the triggers in your workflow? is it only on Email created on or its more than one? if its more than one, that might be the reason for two cases and emails.

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