Automatic Record Creation Not Working

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Hello Community,

I am trying to make an automatic case creation rule whenever an ESUSA Service Request (Custom Entity) is created. The system job is marked as ran successfully but the case is not created and the email is not sent out. There are no errors or alerts when checking the background processes. I have no idea what the issue is. Attached are some images to help show all the details.

7827.case.PNG 8715.create_2D00_case.PNG 4431.systemjob.PNG 4774.creation_2D00_rule.PNG

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Abby Kong 6 on at

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Hello Kodor,

From the screenshot of process progress, both If and Otherwise-If conditions are not met. I think if you have an Otherwise step, it would be triggered.

Can you please check your conditions again?

Regards,

Abby

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Alex Fun Wei Jie 33,628 on at

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Hi,

it means, your record doesn't meet the condition you set in rule, double check the conditions again.

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Community Member on at

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Hello,

as you can see, I did not put any conditions in the workflow.

I tried adding a condition that will always be true, and the issue is still the same.

Thank you

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Community Member on at

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Hi Kodor Chahin,

I think I found the solution. I created a copy of your Record Creation and Update Rule Item by triggering it from a service activity's creation.

I then setup a rule item, but instead of leaving the condition blank, I set it to be true only if the service activity is true:

Thereafter, once I created a service activity, the system job ran (the note was created on the service activity and an email was sent to me):

Try this out and let me know if it works on your side.

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Community Member on at

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Hello Barry,

I Tried putting in a similar conditional clause but still no luck.

Thanks,

Kodor

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Community Member on at

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Hi Kodor Chahin,

What I would suggest is try using one condition at a time. So for example, set your initial condition in place and then only create the case (remove the other steps all together). If that does not work, try a different condition like the one I set and again, try only creating the case.

If this still does not continue to work, I would suggest opening a ticket with Microsoft Support.

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Abby Kong 6 on at

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Hello Kodor,

Sorry, maybe I didn't make myself clear. I meant the conditions of If and Otherwise-If clause.

As you can see in Barry's screenshot, there is a little green tick/check sign (whichever you call it :)) in front of 'Create Note', means the If condition 'Service Activity contains data and Dialog-ConverstaionScenario equals[1]' is true.

However, in your workflow, both If and Otherwise-If are not triggered as there is no tick sign in front steps under them (please see the picture I posted above).

Can you please check the conditions of 'Dialog-ConversationScenario equals[1] AND Dialog-AllowPrimaryActionBlockRecordCreate equals [1]' and 'Dialog-ConversationScenario equals [2]'?

Maybe try removing 'AND Dialog-AllowPrimaryActionBlockRecordCreate equals [1]' to test?

Regards,

Abby

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Community Member on at

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Hi Abby,

I know and understand what you are saying,

but how do I remove those conditions? I didn't

add them so I don't know how they got there.

Best,

Kodor

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Abby Kong 6 on at

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Hello Kodor,

https://technet.microsoft.com/en-us/library/dn531057.aspx

To make change on activated workflow, you need to deactivate the workflow first.

1. Find this workflow 'Create Case' trough 'Settings->Processes'

2. Open the activated workflow, click the 'Deactivate' ribbon button

3. The workflow become editable after deactivated (status become draft), now you can open the if conditions and make changes

4. Activate the workflow

By the way, you can find related process sessions directly on the workflow page .

Regards,

Abby

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Hi Abby,

Even when deactivated, I cannot alter the workflow from the process section.

Thanks,

Kodor

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