Case Creation Rule won't create on emails sent to same address as incoming email...

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Posted on 13 Feb 2022 18:43:38 by CRM Learner 88

I set up a case creation rule to have all emails sent to a specific email address create cases. This is working well except for if the email is sent to itself.

In other words if the incoming email is test@test.com for the mailbox and we sometimes have emails that send to itself:
From test@test.com to test@test.com

For these the email record creates but it won't create a case. I cannot find a setting anywhere to allow this. Is this a limitation of CRM?

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Venkatesh Nadar on 14 Feb 2022 at 06:16:05

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RE: Case Creation Rule won't create on emails sent to same address as incoming email...

Hi,

We can add an rule in the Record Creation and update Rule where from(email) equals to queue email address as show below-

post which active the rule and when an email is sent from the same queue mailbox it will create case using the rule-

Hope this helps!

Regards,

Venkatesh N