How to set Submitted By for Case to a Contact using workflow

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Posted on by Arvind Bhat

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Hi,

I am using the OOB auto creation rules to convert email to case. As part of this the Submitted By lookup field gets set by channel properties to email sender as a contact. If the contact is associated to an account, CRM implicitly sets the lookup to the account. I need it to be contact so I used a workaround to set the Submitted By using the contact attribute of the case entity that does store it most of the time. It is set by the channel properties again by the way. In some cases, I am seeing that for external contacts present in CRM, this contact attribute for the ticket entity is not getting set by channel properties. Couldn't figure out why. In such cases, I am trying to see how can I still find out the contact who is the email sender and set it as Submitted by. Any pointers?

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