Dynamics Community Forum Thread Details

Error 'crmCreate is not defined' When Add Condition Rule in ARC

Hi Community,

Our office is currently exploring Dynamics 365 Customer Service Hub to explore its capabilities for our ticketing system.

Our objective is simple: for any incoming emails to share mailbox, it will automatically create new case based on support ticket type, which we have 3 support categories:

Technical
Billing
General

And I would like to ask for your advice regarding an issue I encountered when trying to configure Automatic Record Creation (ARC) rules.

Here the steps that I have done so far:

Registered a new Queue using a Microsoft 365 shared mailbox.
Created a new ARC (Automatic Record Creation)
I confirmed that the ARC record is still deactivated at this stage.
When I tried to add a Condition Rule, I encountered a popup error, like below:
I have checked that my user account has the following permissions: App Profile Manager Administrator, App Profile User, Approvals Administrator, Basic User, Project Owner, System Administrator
And I have verified that the share mailbox has been approved and functioning, as when I try to send test email, it being discovered in the queue that I was created
We are currently using a Dynamics 365 Customer Service Enterprise Trial License (vTrial).

Additionally, I also encountered an error when trying to remove a deactivated ARC rule from the list.

My Questions:

1. How can I resolve the 'crmCreate is not defined' error when adding Condition Rules?

2. Is this issue related to the trial license limitations, or is it possibly a bug?

3. Any best practice advice for properly managing ARC rules to avoid this kind of error?

4. Has anyone experienced similar issues with removing deactivated ARC rules?

Any advice or guidance would be much appreciated. Thank you!

ErrorDetails (1).txt

Categories:

Dynamics 365 Customer Service

1. How can I resolve the 'crmCreate is not defined' error when adding Condition Rules?

This is a client-side JavaScript error likely caused by:
- Incomplete solution loading in the UI.
- Browser cache issues or extensions interfering.
- Incorrect customization or corrupted ARC metadata.

Fixes:

Try accessing via a different browser (Edge/Chrome in InPrivate/Incognito mode).
Clear browser cache, then reload.
Check browser console (F12 > Console) for detailed error trace.
If the issue persists across browsers, it's likely a system bug, especially in Trial environments.

2. Is this issue related to the trial license limitations, or is it possibly a bug?

This issue is not related to trial license limitations.
It's most likely a UI bug in the Customer Service Hub, particularly in ARC configuration pages.
Similar issues have been reported intermittently in trial and sandbox environments.

3. Any best practice advice for properly managing ARC rules to avoid this kind of error?
Yes:

Always create ARC rules in a stable environment (use production-like sandbox if available).
Keep ARC rules deactivated while editing to avoid sync conflicts.
After saving conditions, publish and reactivate in a clean session.
Regularly export and version-control ARC configurations for rollback/recovery.
Avoid using multiple open tabs for ARC rule configuration.

4. Has anyone experienced similar issues with removing deactivated ARC rules?

Yes. This is a known issue where deactivated ARC rules sometimes fail to delete due to dependency locks (e.g., related SLA, queue item handlers).

Workaround:

Remove associated SLA items, queue bindings, or related flow references first.
If deletion still fails, use Advanced Find or XrmToolBox to force delete after breaking dependencies.
Also check System Jobs for lingering processes tied to that ARC rule.

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