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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Auto Email Case to Cre...
Microsoft Dynamics CRM (Archived)

Auto Email Case to Creation - use criteria other than contact email for match

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Posted on by StaceyKCRM 80

In Dynamics CRM the Email Case to Creation is based upon the recognition of the senders email address and matching it to a contact. Does anyone know of an add-on that can be used which allows for a different criteria to be matched against? I have a requirement where a voicemail is converted to an email, then the email will be used for the creation of the case. As you see, the match against sender email would not work in this scenario. What I need is a match against the phone number of the caller who left the voicemail and that phone number would be located in the subject line of the email.

Thank you in advance for any suggestions. I thought I would reach out to the community to see if anyone has run into anything like this.

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  • StaceyKCRM Profile Picture
    StaceyKCRM 80 on at
    RE: Auto Email Case to Creation - use criteria other than contact email for match

    Hi Tim. Thank you for your response. My suspicion was it would require some amount of development. Was hoping someone knew of an add-on out there that already existed that could satisfy this requirement. I have been combing about and have not found a solution out there that does this. Thank you again for taking the time to respond to me.

  • Tim Dutcher Profile Picture
    Tim Dutcher 2,100 on at
    RE: Auto Email Case to Creation - use criteria other than contact email for match

    Yes, I run into this all the time. Most recently, the CRM owner wanted new case creation from emails to follow a complex set of criteria, including case id matching on the subject line, conditions on the to, from and cc fields, whether or not the email was in response to an auto-email that was sent out, whether an existing case exists but is deactivated, etc.

    For what I describe above, we decided to create a CRM plug-in. It took about three days of design and coding and then another day for testing.

    In your case, the requirement is much simpler. So this type of plug-in shouldn't take a developer more than a day to code and test. You'll need to weigh that amount of time and cost against a purchased solution.

    Also consider what to do if the phone number is not found in CRM, either because it's missing entirely or if the formatting is different. This formatting issue might be one reason that custom code will be necessary for this.

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