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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / One Email Sent to Two ...
Microsoft Dynamics CRM (Archived)

One Email Sent to Two Queues

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Posted on by Community Member

Hi all,

We have a scenario whereby an email from an external individual may come into the system and have more than one Queue in the To Recipients field.

Due to our setup with Automatic Case Creation Rules, the following occurs:

1. Two cases are created.

2. Case 1 has the original email from the external individual and the auto response from Queue 1 associated with it.

3. Case 2 has just the auto response from Queue 2 associated with it.

Is there a way to stop a second case being created out of the box by tweaking our Email Router config, etc? Uniquely I'm restricted to OOTB configurations for this project, so I cannot use any answers given using any code :( 

Any help would be greatly appreciated.

Aaron

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  • Suggested answer
    Aileen Gusni Profile Picture
    Aileen Gusni 44,524 on at

    Hi Aaron,

    Probably, not by using email router config, but with play around with the Case Creation Rules. There is no exclude setting in Email Router config I think.

    But, I need to know more detail, why you have 2 queues turned on?

    Let's say I send email to queue1@gmail.com and queue2@gmail.com, so your scenario will create 2 cases, but weird, the case 2 only has the auto response? Not the email?

    So, you choose Queue 1 as the main.

    And also if that is the scenario why do you need to turn on the rule of case creation of Queue 2?

    Thanks.

  • Community Member Profile Picture
    Community Member on at

    Hi Aaron - we struggled with the same issue. Unfortunately I don't have a straight up answer. If the user e-mails more than one queue, it is going to create more than one case. in the system and try as I might, I haven't managed to find any way to prevent this. What we have done as a compromise to prevent duplicate cases in useful queues is set up our own 'clearing' queue where cases go to if the 'To' recipient contains more than 1 e-mail address.

    We then have had to get users to cancel the cases which don't have the correct e-mail activity attached manually (we also found that the correct e-mail only gets attached to one of the generated cases - maybe because an e-mail can only be 'Regarding' one case?) Due to the auto-response when a case is created for our system, they will get a case reference number in an email for each queue they send to so we are hoping that contacts will stop  sending e-mails to more than one queue when they start getting all these case references to keep track of!

    I'm not sure having a duplicate rule on cases will prevent the creation of a second case with the same sender & case title as I believe I already tried that way too.

    Please let me know if you find an alternative solution.

  • Community Member Profile Picture
    Community Member on at

    Hi Aileen,

    Both Queues have different purposes, however you can imagine that external individuals decide to email multiple Queues to increase their chance of a response from the organisation when they aren't sure who to email. The Auto Case Creation Rule exists on both Queues as in their different purposes in normal circumstances, so both require a case to be created when an email is sent in.

    Thank you for your response as this helps to clarify that we haven't missed any obvious configuration choices to prevent this from happening.

    Thanks,

    Aaron

  • Community Member Profile Picture
    Community Member on at

    Hi Colin,

    Thanks for your suggestion, that sounds like a good way to segregate the 'normal' circumstances and when a person emails in to two Queues! I'm going to explore this idea and will let you know if I think of any tweaks in the process.

    I'm glad it isn't just me facing this issue - I'm sure that Microsoft could do something quite clever here in the future and even if they can't associate the email with both cases (because yes you're right, it can only have one record in regarding) , maybe the second case created could be generated as a child case of the main case that includes the original email? It isn't perfect but it could help internally even if it does still send out two reference numbers to the individual.

    Thanks for sharing your experience.

    Aaron

  • Suggested answer
    Aileen Gusni Profile Picture
    Aileen Gusni 44,524 on at

    Hi Aaron,

    Yes, you cannot do any additional setting in email router config.

    The way you can do is to define the Auto Case Creation rule and set properties on it.

    Basically, the Case creation rule is not purposely for blocking creation of case, but to set the properties of the Case, so from the OOB Configuration, there is no way to block it.

    And each rule is depending on each queue, which is you need those two queues right.

    So, yes, CRM has no rule to determine that this email is need to create one or two, btw for the Email, finally, which one the Email will attach to? Are there 2 email or 1 email coming to crm and if one, then meaning that only attach to 1 Case, because previously you were saying the case 2 is only auto response.

  • Community Member Profile Picture
    Community Member on at

    Agreed. There is just the one incoming email, so From: person@domain.com To: queue1@domain.com; queue2@domain.com; etc..

    You and Colin have clarified my initial thoughts - regardless of what happens there will be two Cases in the system, the trick really is to identify those Cases in a manageable way so that they're meaningful to the User.

  • Aileen Gusni Profile Picture
    Aileen Gusni 44,524 on at

    Yes, agree, Aaron, that's how the rule works, to set properties to the Case and give a flag so the user aware that this is a duplicate case.

  • Community Member Profile Picture
    Community Member on at

    Hi again - yes I do feel Microsoft are definitely on to something with their case creation rules. All our clients have been impressed so far even with the caveat of having to weed through duplicate cases. The way we have set it up is that if the 'To' recipient contains more than 1 e-mail address of the queue (if the email is sent to more than 1 queue) then the Subject of the case is set to blank. In the auto-routing rules, we have then said that if the subject is blank, send the case to the 'duplicate queue' for manual review. There is definitely room for improvement to make control of the case creation more granular in future updates/releases. To have control over whether or not a case is created at all based on the e-mail contents would be great (not just the few little options such as create cases for unknown senders but more...) - at present its always going to create a case. Hope you find your solution based on all this info.

  • Community Member Profile Picture
    Community Member on at

    We don't have the capability to do this automatically unfortunately given the way the rules work.

  • Community Member Profile Picture
    Community Member on at

    Thanks Colin, I'll keep this thread updated if I come up with anything.

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