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