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Service | Customer Service, Contact Center, Fie...
Suggested Answer

Auto Record Creation rules do not work

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Posted on by 82

I have auto record creation rules that create Cases from Emails.

We have a number of junk email subjects that we are attempting to eliminate.  Unfortunately, the logic is being ignored and we are seeing Cases created for the junk.  I have tried to wrap the conditions with both an AND and an OR but the emails keep coming in.  Am I doing something wrong?

Screenshot-2022_2D00_01_2D00_21-153250.png

Sorry it is a bit grey.  This is the last thing I tried.  The issue may be a clash between OR and the "Does Not" statements.

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  • Suggested answer
    a33ik Profile Picture
    84,331 Most Valuable Professional on at
    RE: Auto Record Creation rules do not work

    Hello,

    Change OR to AND. Let me give you an example based on your screenshot.

    Email that arrived has the "Automatic Reply: Something" subject.

    Any filter except "Subject doesn't begin with Automatic reply:" will pass it and because you have OR - condition will be passed overall.

  • GordonJohnston Profile Picture
    82 on at
    RE: Auto Record Creation rules do not work

    Will give that a try.

    I thought I had tried AND but what has been a pain with the interface is that sometimes I can modify the Conditions without deactivating the rule first.  It may be that the change was ignored when I did it that way.

  • GordonJohnston Profile Picture
    82 on at
    RE: Auto Record Creation rules do not work

    Damn.

    Friday was fine.  But I got a couple of new cases generated on Saturday and Sunday.

    Not sure why these rules aren't working.

    Screenshot-2022_2D00_01_2D00_24-094748.png

    Interestingly I can edit the rules without disabling the Case Creation Rule today.  Guessing there is a bug in the form.  I did disable, update and enable on the 21st when I made the change.

    Feels like this should be easy.

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