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Service | Customer Service, Contact Center, Fie...
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Why when an email is being sent by a particular client, it is not creating case

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Posted on by 95

Hi

Can someone please help that why when an email is being sent by a particular client let say "XYZ" case is not being created automatically?

I have checked that there is not duplicate records.. what could be reason for this.

Thanks in advance!!!

I have the same question (0)
  • Haig Liu Profile Picture
    Microsoft Employee on at
    RE: Why when an email is being sent by a particular client, it is not creating case

    Hi Aisha1985,

    Could you provide a screenshot about the flow running result and the condition configuration in "Automatic record creation and update rules" for further research?

    Best Regards,

    Haig Liu.

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

  • Verified answer
    Aisha1985 Profile Picture
    95 on at
    RE: Why when an email is being sent by a particular client, it is not creating case

    Hi Haig,

    I was able to solve this problem, thanks.

  • Haig Liu Profile Picture
    Microsoft Employee on at
    RE: Why when an email is being sent by a particular client, it is not creating case

    Congratulations! Could you share how you solved it? Maybe it will be useful to others.

  • Aisha1985 Profile Picture
    95 on at
    RE: Why when an email is being sent by a particular client, it is not creating case

    Ah:) it was a fairly simple one. So the email address stored on Contact was different than the email address whoch the client was using to send the email to Support Mailbox.

    So i just spot that and changed the Email address on Contact to the new email address.

    Sometimes simple fixes could help you with Solution as well

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