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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.

I have the same question (0)
  • Suggested answer
    a33ik Profile Picture
    84,331 Most Valuable Professional on at

    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

    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

    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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