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Customer Services Automatic Record Creation

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Posted on by Mike Gaffaney

Hi,

I have got Automatic Record Creation working to create cases from emails for all known Contacts with the exception of the Contacts in one particular Account - the same Account (company) that I am in.

This previously worked fine when I was in Dev but it does not seem to work in Prod. In summary:

emails are received in monitored mailbox ok
emails are processed by Dynamics and appear as Activities
Cases are created automatically for all but one Account
The Power Automate flow cancels after less than a second as "no valid customer found"
I have received some error messages which advise "Attribute 'customerid' cannot be NULL" but I cannot find much assistance when searching on that

I do have a Contact record as well as being a Dynamics user and wasn't sure if that would cause this.

Any assistance anyone can advise would be much appreciated!!

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Mike Gaffaney 11 on at

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RE: Customer Services Automatic Record Creation

Hi Steve,

Apologies for the delay.

Error comes up from any Contact from this particular Account - which is the Account for my company so all Contacts are users.

Cheers,

Mike
Community Member Microsoft Employee on at

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RE: Customer Services Automatic Record Creation

Hi,

The error comes up only when you set Test USER2 as Customer or whichever Contacts/Accounts you set?
Mike Gaffaney 11 on at

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RE: Customer Services Automatic Record Creation

Thanks Steve,

Details are:

Customer (Accounts) expression: {if(startsWith(variables('Customer from email sender'),'accounts'),variables('Customer from email sender'),string(''))}

Customer (Contacts) expression: {if(contains(variables('Customer from email sender'),'contacts'),variables('Customer from email sender'),string(''))}

How would I go about exporting the Contact data? I've done exports and imports before but I suspect you are meaning something different.

Cheers,

Mike
Mike Gaffaney 11 on at

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RE: Customer Services Automatic Record Creation

Hi Lorne,

That would be my Plan B option if all else fails but I think there might be an underlying issue that should be resolved unless this is normal behaviour for Customer Services?

I've also seen this type of error, where it refers to the "customerid", when I try and convert an email to a Case, it comes up with the following:

Cheers,

Mike
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Community Member Microsoft Employee on at

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RE: Customer Services Automatic Record Creation

Hi,

It is a weird thing. The error message ("Attribute 'customerid' cannot be NULL"") means that your customerid(A required column which display name is Customer) in the case is null.

Can you provide the expression of Customer(Accounts) and Customer(Contacts) in the "Create a record" step? You can find them here:

They should be if(startsWith(variables('Customer from email sender'),'accounts'),variables('Customer from email sender'),string('')) and if(contains(variables('Customer from email sender'),'contacts'),variables('Customer from email sender'),string('')).

And also please export the Contact data and check whether the value of "_emailsender_value" is contained in it or not.
AriaConsulting 2,655 on at

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RE: Customer Services Automatic Record Creation

Assumably because Flow still knows the GUID is there in the service fabric. What happens if you add a 3rd option to the check sender step Steve showed in his screenshot for "user" in addition to the contacts and accounts options? And obviously to the steps following?
Mike Gaffaney 11 on at

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RE: Customer Services Automatic Record Creation

Thanks Steve,

I changed the email address for the contact and then did a test which then made "_emailsender_type" = contacts and it got further through the flow so it did not terminate at the point at which it did before. It gets to the next stage where it trys to create a record but then it fails the check with the following: ""message": "Attribute 'customerid' cannot be NULL""

It is like it cannot see the Account for some reason.

Any suggestion on what to try next?

Cheers,

Mike
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Community Member Microsoft Employee on at

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RE: Customer Services Automatic Record Creation

Hello Mike,

The "_emailsender_type" value "systemusers" means that your email sender is a User in your CRM, and the value of "_emailsender_value" is your user id in your CRM which type is GUID indeed.

And in the Power Automate flow, there is a step to check the sender's type(As the following screenshots shows). If it isn't accounts or contacts, the flow will fail. This is why your flow failed.

I have tested it when the sender of email is a User and a Contact in my CRM, the sender is the User rather than the Contact. So your issue should cause by this. You can change the email of Contact to test it.
Mike Gaffaney 11 on at

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RE: Customer Services Automatic Record Creation

Hi Steve,

Details below:

"_emailsender_type": "systemusers",

_emailsender_value has a value defined - looks like a GUID type format.

Any thoughts on how I can fix?

Cheers,

Mike
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Community Member Microsoft Employee on at

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RE: Customer Services Automatic Record Creation

Hi,

What's your value of '_emailsender_type' property in the body of Power Automate flow?

And `_emailsender_value` property has value or not?