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ARC-rules and loop protection?

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Posted on by Sunilkumar

We use D365 ARC-rules (Automatic Record Creation) with autoreply. Today we was met by an autoreply on the customer's side which started an endless loop of case creations...

Customer's autoreply was not a typical Out Of Office message and subject/token was not kept - therefore new cases was created.

Is it some kind of loop-protection i ARC rules? If it was a typical OOF message, would the loop has stopped?

What can I do to avoid this in the future?

M365 rules on the inbox to filter out auto-replies?
Don't use autoreply from ARC rules (that send from same mailbox as the one that create the cases), but send from a no-reply which not recive emails? I don't want this solution - I think it is good customer service to let customers answer on a autoreply - and with token, the email will be related to originated case.

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Leah Ju Microsoft Employee on at

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Hi Partner,

It happens for the simple reason that these OOF emails from customers don't reply to previous emails, but amount to a new email that has nothing to do with the previous one.

In dynamics, The ARC rules can't create new cases for replied emails of the original email because that email correlation is created.

The InReplyTo value of the replied email matches with the messageID of the previous email that’s already in Dynamics 365.

An email correlation is created, and the case associated with the previous email is linked with the replied email.

As a result, the automatic record creation and update rule skips the case creation.

https://learn.microsoft.com/en-us/power-platform/admin/email-message-filtering-correlation#use-conversations-to-track-emails

As a result, these OOF emails, which have no association with previous emails, trigger the ARC rules to create new cases.

Currently, we can only set more serious condition in the rule to prevent OOF messages triggering action to create cases.

--You can filter the subject of your emails.

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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Leah Ju Microsoft Employee on at

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Hi PaalA,

Has the issue been resolved?

Have there been any updates? Please feel free to ask me any questions you may have!
If it has been resolved, can you mark the response as an answer?

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Dominik Stalzer | p... 11 on at

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Hi all,

I’m running into the same issue with Automatic Record Creation (ARC) in Dynamics 365 Customer Service when processing incoming emails.
Some external systems send an Out of Office / auto-reply without keeping the original subject.

Instead, the reply comes back with a generic subject like “Automatic Reply” and sometimes even removes the original email headers.
I could add conditions in the ARC rule to exclude emails with subjects like “Automatic Reply”, “Out of Office”, etc., but this is not a clean or reliable solution, because different systems use different wording, languages, and formats for auto-replies.

Question:

Does anyone have an idea for a more robust and sustainable way to prevent Dynamics 365 from creating new cases from automatic replies that do not preserve the original subject line or tracking token?

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