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Case creation failed by WF

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Posted on by Bhavika A. Vala

Hello All,

I am creating the case using OOB WF whenever an email is received in the system. If the sender of an email is contact and that contact is having the customer(Company Name) then I want to set that company name into case's customer filed. For this, I have set the "Senders Account" property of email into the Customer field of the case. But this Senders Account is getting null and wf is giving the error that case is missing customer.

Please help to find out why this senders account is getting null even if the sender(contact) is having the customer(Account).

Thank you in advance!!

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Gus Gonzalez 27,113 on at

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RE: Case creation failed by WF

Hello,

I would create a Case Creation Rule with 3 conditions or actions.

One will check if the email creating the case came from a contact with a company, if so, connect the company as the customer and the contact as the contact. The other action will check if the contact does not have a company in which case you can leave the contact as the customer, or my preference, assign the case to a company I call "Unassigned" and set the contact to the case contact, and lastly, I check if the email came from an internal employee because if that's the case the system won't know which customer the case belongs to. So in those scenarios I like to assign the case to the "Unassigned" account record, leave the case contact field empty, and sometimes assign the case to the user who sent the email in.
LeoAlt 16,331 Moderator on at

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RE: Case creation failed by WF

Hi Partner,

In WF when creating the case, the "Customer" field is locked.

I recommend you to use Power Automate instead.

1.Create a new Power Automate with trigger "When a record is created".

2.Create a get record action to get the contact record.

3.Create a create record action to create case.

Regards,

Leo
Pankaj Gogoi 3,177 on at

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RE: Case creation failed by WF

Hi Bhavika,

Please refer this link for Automatic Case creation.

https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email

"By default, the Title field of the new case is set to the subject of the email and the Customer field is set to the sender of the email. If the sender of the email is a contact with a parent account, the Customer field is set to the parent account, and the Contact field is set to the sender of the email"

Best Regards

PG