Auto Case Creation & Routing - same case appearing twice

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Posted on by Community Member Microsoft Employee

Hi all,

We have 10 mailboxes/e-mail addresses which we are monitoring. When e-mails come into the mailbox, a case is generated and an auto-response confirmation is sent back to the contact. The 'subject' field of the case is set depending on which mailbox it was sent to, and then the Auto routing rule move the case to a queue for users of the system to work on. This is working fine apart from one unpredictable nuisance. Occasionally (maybe once every 10 or 15 cases created), the same case will appear TWICE in the queue.

The system is definitely generating only ONE case for this e-mail received into the system, but it appears there are occasionally TWO references to the same case (same case number) in the queue. When I look in the 'All Cases' view, it only appears once. There is no pattern or trend to what e-mails/senders/subjects are replicated like this but appears to happen at random. I am having to get users to manually 'Remove' any duplicate references from the queue which they find; but would like to stop it altogether.

We have a manual workflow for manually created cases where on case creation, it should add the case to the queue based on the subject the user has picked. My only hunch is that this manual workflow is being run when it should only be the auto-routing rules workflow running on the automatically created cases - but if this was true, wouldn't every case have 2 references?!

Very confused! Any help or tips are appreciated.

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Community Member Microsoft Employee on at

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RE: Auto Case Creation & Routing - same case appearing twice

Hi Colin,

Glad to hear that you've found a way around the problem.

Aaron
Community Member Microsoft Employee on at

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RE: Auto Case Creation & Routing - same case appearing twice

Aaron - sorry for not replying quicker, I left this problem for a while. Today I returned to it. You are exactly right, it appears that *SOMETIMES* the routing rule set AND the manual work flow execute twice, meaning that only sometimes does the case appear twice. I have disabled the routing rules and will not longer use them. Just using the manual workflow now which executes on case creation or subject of case being changed (to move between queues). Many thanks
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Community Member Microsoft Employee on at

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RE: Auto Case Creation & Routing - same case appearing twice

Hi Colin,

I've experienced this issue in the past when using manual workflows and standard Route To Queue functionality. At its simplest level, what happens is the CRM system creates a new Queue Item and instead of the manual WF updating/replacing the existing Queue Item created by the system. It creates a new one and leaves the system Queue Item in place. I believe timing of the WF and system processes firing can also have an influence on when two Queue Items with the same Case appears.

I would assume that when you click Queue Item Details on the Case, you're seeing an error that shows more than one Queue Item exists for the Case?

Ultimately we realised that the manual WF couldn't be fulfilled by OOTB Queue options, but the Route to Queue functionality could definitely be fulfilled by manual WFs.

In the end we decided to use Ribbon Workbench to hide the standard Route to Queue functionality and created our own manual WFs in addition to the existing manual WF we had that carried out the same functionality.

This way we have full control over making sure that if a Queue Item already exists, we can update that rather than creating a new one.

Hope that helps.

Aaron