Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / A record required by t...
Microsoft Dynamics CRM (Archived)

A record required by this process could not be found - Update Case via Email

(0) ShareShare
ReportReport
Posted on by Community Member Microsoft Employee

Hello,

I have created a workflow on create of an Email in CRM that checks for specific words in the Email subject and if found updates the Regarding(Case). When I send an email to the support mailbox in CRM, the workflow fires and then gives the error: "A record required by this process could not be found." 

I am assuming that the Regarding(Case) cannot be located, so am asking what needs to be included in the Email to allow a connection to be made to an existing Case. I've tried replying to an email sent out by the system, including the Case number in both the Subject and Body of the Email, as well as the specific "CRM" number that is added to the Subject when the Email is sent out by CRM (such as something like CRM:0002208).

I have also tried adding the update step to the Case Creation and Update Rules - specifying if the Email is incoming and contains specific words in the subject, update the Case. This says succeeded but the Case record does not change.

Any help is appreciated.

*This post is locked for comments

  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: A record required by this process could not be found - Update Case via Email

    I got it...case auto creation conditions and workflow details below. When I send an Email to our support email address the first time, it creates the case and sends me an auto response. When I reply to that auto response with "Please close this ticket" in the body of the response, the case status changes to Resolved.

    Record Creation and Update Rule

    Conditions:

    Email Subject Contains Data

    Email Direction Equals Incoming

    Email Sender Does Not Equal (support email address here)

    Email Description Does Not Contain Please close this ticket

    Actions:

    Create Case

    *******

    Workflow

    Entity:  Email

    Start When:  Record is created, Record fields change: (Regarding)

    Condition:

    If Email:Description contains [Please close this ticket] then:

    Step 1: Change record status to:  Regarding (Case)   Problem Solved

    Thank you Guillaume for all of your help!

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: A record required by this process could not be found - Update Case via Email

    Thank you for your response! I have now modified the workflow to trigger on email fields changed in addition to triggering on when the email is created in CRM. I am not getting the same error, but I the Status field is also not changing to Resolved. The workflow and the rules both say succeeded but the Status is still Active.

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: A record required by this process could not be found - Update Case via Email

    Hi,

    I think your problem is that you create a new email. During this creation you are checking if it contains some words. If yes you want this email to be connected to a case record.

    The problem is that you want to create this connection when your email isn't even created (your email doesn't have a GUID at this point). As CRM has not both GUID to create the ActivityParty, it throws you this error message.

    Best

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

December Spotlight Star - Muhammad Affan

Congratulations to a top community star!

Top 10 leaders for November!

Congratulations to our November super stars!

Tips for Writing Effective Suggested Answers

Best practices for providing successful forum answers ✍️

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,280 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 230,214 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans