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?
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.
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.
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.
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.
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.
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
As AI tools become more common, we’re introducing a Responsible AI Use…
We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…
These are the community rock stars!
Stay up to date on forum activity by subscribing.
Tom_Gioielli 62 Super User 2025 Season 2
Siv Sagar 52 Super User 2025 Season 2
Daniyal Khaleel 36 Most Valuable Professional
