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3Right now in our environment, we have multiple contacts created with the same email address, this is because of a bad implementation when was first created. Because of this, now we have this scenario: User with 5 contact records, all of them Active but actually just 1 of them is in the correct Status Reason, while the others are on a /Pending State/. There's also the possibility for users with N contact records and all of them in /Pending State/
What's happening now is that when an Activity arrives (email) the system is defining automatically to which record is going to, and is not evaluating as expected. I have an idea of how to make sure that the Cases get to the contact that I want basing on my Business Rule (search for a contact with status reason /x/, if not found, take the last one created in /Pending State/) but I'm looking for a way to configure the activity itself before the creation (or just after it) with the correct user. I have a few ideas:
- Use a plugin that validates all of this before record creation
- Use Power Automate or Processes to do it after creation (I think this would not work because it is async and other triggers could refer to the other user)
- Eliminate/merge all the duplication (obviously but is out of the scope right now)
So, can someone help me to see if there's another workaround or the best one would be to use the Plugin? Did someone solved this scenario before? Which approach do you use?
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