Bypassing case creation for certain conditions.

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Posted on by Community Member Microsoft Employee

Hi guys,

We have the following setup:

If an email arrives into the info@ email address which is listed as the queue address then if it is an internal email or the account or contact has a tick against it to say to be Excluded from case creation then we want it to appear in the support queue as an email.

The issue is that although the email is apparently a queue item it is an inactive queue item as it seems by enabling the auto case creation and update rule any email that doesn't match the rules to turn it into a case will have its queue item disabled.

Does anyone know how to get round this or have we missed something obvious?

My thoughts were that by not having create records from unknown senders checked then any email not matching the rules for getting a case created would still arrive in the queue but apparently not.

Regards

Ben

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Community Member Microsoft Employee on at

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RE: Bypassing case creation for certain conditions.

Benj, did you every get a solution or work around to this? I have a similar issue as my team emails out the case due to needing more info from accounts and when account emails us back (ie - these are tracked emails originating out of case) they are still being auto care created.
Community Member Microsoft Employee on at

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RE: Bypassing case creation for certain conditions.

Hello Melvin Fong,

We are having kind of the same problem and perhaps u can help us.

We have made a queue for converting emails to cases but we want to exclude internal/systemusers from recieving an email.

So, we have a supportmail address and a internal/systemuser is converting incoming emails, but by doing that she gets an email "the case is created".

We have tried several options to exclude her from recieving emails but still doesn't work.

Any thoughts,ideas you can help us with?

With kind regards,

Nick Tielemans

www.aci.nl
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RE: Bypassing case creation for certain conditions.

Ok so please see attached image, I cannot figure out why the system sets the queue item to be inactive. I have got a queue setup, I have got the rules to exclude the internal users as well as others from the case creation process but why is it then deciding that anything that is not going to be turned into a case has to then be disabled? I have no rule that I can edit to sent nay queue item to be inactive, in fact quite the opposite.
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RE: Bypassing case creation for certain conditions.
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Community Member Microsoft Employee on at

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RE: Bypassing case creation for certain conditions.

Let's start it all again.

1st you need to have a queue with a specific email address that will track all incoming emails. (I don't know why it is inactive queue item, you need to figure it out)

2nd you can have an automatic case creation rule so that all the tracked emails will be created a case. Of course condition can still apply to exclude those account/contact with Do Not Create Case unchecked. (under the record creation rule => condition - picture below are not the actual fields, just to show that it is possible)

3rd is to start testing the rules, identify whether the case creation criteria is working fine, and identify where the users should look at the emails (which queue/views).
Community Member Microsoft Employee on at

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RE: Bypassing case creation for certain conditions.

Thank you for your post but I'm not trying to create a case, the cases are being created (as a side note) but I want to bypass the case creation for specific accounts and contacts so their emails still land in the queue without creating cases. I have tried doing this with checkboxes ticked against the relevant accounts and contacts.

For example our customer services team get a lot of emails from FedEx with updates on shipments and they are important but not as a case in their own right. So by leaving them as email queue items we could deal with them without them becoming cases. The problem I have is that they are in the queue as an inactive queue item and hidden and don't appear as a case so effectively they are not there. That's the issue we can't seem to solve.

We have tried creating a rule which runs after the case creation rule so that any items not caught by the case creation rule will become an email queue item but that doesn't do it so we then added the fact that it should be set to active and then that wont run because it says it will then create a loop.

Now on the logic of creating a loop then something must be setting the email queue item to be inactive in the first place but what exactly that is and where we can't seem to figure out or change.
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Community Member Microsoft Employee on at

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RE: Bypassing case creation for certain conditions.

For the queue email handling, the process should be standard and streamline. I don't see any reason why case shouldn't be created if email is forwarded/sent from internal to the queue (instead they should be provided relevant access to view the queue item).

Nevertheless, you can still exclude that in the automatic case create/update criteria.

Refer URL below:

www.microsoft.com/.../automatically-create-a-case-from-an-email-customer-service.aspx
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RE: Bypassing case creation for certain conditions.

Thank you for the suggestion, I'll speak to my agency to see what they think about that.

We have now further narrowed it down to the following issue:

It is for known email senders only who we want to bypass the case creation process but still leave the email in the queue as an active queue item.

For this as I have already mentioned we have check boxes in the relevant account or contact to achive this. What is happening is that the case is not created but neither is the email appearing in the queue as an active queue item.
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Mihir@CRM 4,036 on at

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RE: Bypassing case creation for certain conditions.

One option is to not use the OOTB auto case creation rule.

Instead just do a workflow and set the conditions in the workflow for case creation.

Hope this helps.