Automatic record creation rules creates duplicate cases

(0) Share

Report

Posted on by PaulRichardson

Hello Community

I have the OOB automatic record creation rules enabled in the system, but have been getting an issue where emails that arrive as a reply to an existing one create new cases, despite having an already existing active case and linking them to it.

When checking the reply emails I have noticed that they have empty inreplyto field. Why is that?

The messages are sent from contact's emails outside the system to queue's emails. Has anyone had this issue before, and how did you resolve it?

Did one had a similar/same issue and was able to handle it or knows a solution?

Any help is highly appreciated

Categories:

Other Functionality

All responses (4)

Answers (0)

Leah Ju Microsoft Employee on at

Like (0)

Report

RE: Automatic record creation rules creates duplicate cases

Hi PaulRichardson,

Maybe you can try to use smart matching or tracking token settings.

https://learn.microsoft.com/en-us/power-platform/admin/settings-email-tracking
Pradeep Rai 5,490 Super User 2024 Season 2 on at

Like (1)

Report

RE: Automatic record creation rules creates duplicate cases

Sure. Please let me know if face any issue
PaulRichardson 5 on at

Like (1)

Report

RE: Automatic record creation rules creates duplicate cases

Hi

Thank you for the hint. I'll check!

Kind regards

Paul
Suggested answer

Pradeep Rai 5,490 Super User 2024 Season 2 on at

Like (1)

Report

RE: Automatic record creation rules creates duplicate cases

Hi,

You mean duplicate cases are getting generated. if yes then please try by alternate key for case as described below:

https://crmbusiness.wordpress.com/2017/04/26/dynamics-365-alternate-keys-can-stop-duplicates-and-other-thoughts/