Service | Customer Service, Contact Center, Fie...

Automatic case creation - inactive contacts

(0) Share

Report

Posted on by mmcmahon

We have found that occasionally when a case is automatically created from email, if the sender has an active contact record as well as an inactive contact record in the system (both with same email address) sometimes the inactive contact is added to the case instead of the active one.

I haven't been able to find anywhere to configure this to ensure the active one is alway chosen.

Any help appreciated.

All responses (2)

Answers (0)

mmcmahon 75 on at

Like (0)

Report

RE: Automatic case creation - inactive contacts

Thanks for the info, I've now found someone else with the same issue. I guess we could move the email address to a new field on deactivation in case we need to restore on reactivation, or write a plugin to fire on case creation to replace with the active contact.
Suggested answer

Daniel Hamre on at

Like (0)

Report

RE: Automatic case creation - inactive contacts

I've seen this happen before. When the automatic record creation is doing the lookup, it doesn't' filter on active or inactive. It will use the first one it finds. One recommendation I have is to ensure there is no duplicated email addresses within the system. Have you tried removing the email address from the inactive contact?