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Record Creation Rule From User

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Posted on by Christian Froeslev

I wonder if there has been any changes to Record Creation Rules, as cases no longer gets created when an email is sent from an internal user.

Previously, the contact with the corresponding email would be applied to the From field, but not anymore.

I am assuming cases are not being created, as the user cannot be put on the contact field on the case, which is a required field.

User:

Contact:

I don't know if this a Microsoft update, or if it is because of internal changes to our Outlook environment.

Is there any way to fix this?

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Community Member on at

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Hi Christian,

You can enable 'Creating a new contact automatically' option, which can create a contact to fill field on the case entity/

https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records#configure-advanced-settings-for-rules

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Christian Froeslev on at

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Hi Leah,

I enabled the Creating a New Contact function, but it is still the same when I send from myself, no case is created.

When I do it in the legacy client, it automatically switches mails from unknown senders to no. I migrated the auto creation rule, enabled it, but still no cases.

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Mislav 25 on at

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Hi Christian,

that was the issue in my case as well and we resolved it with a custom plugin which gets type of a sender. If I understood well, once the mail gets to the Dynamics, it is in a loop which checks the type of a sender. By default, the first type is systemuser and then the contact and account. So, if a sender is of a type systemuser it will go through as a user.

Then we developed a custom plugin which checks type of sender and if its systemuser, we are updating existing or creating new contact record as a sender and create a case for that contact.

Mislav

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Christian Froeslev on at

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Hi Mislav,

Thank you for reaching out. My assumption is that we must have had something similar, but something must have broken it. We just cannot figure out what may have caused it

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