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ARC Query

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Posted on by TedW

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Hi,

I was notified this morning by one of our Helpdesks that they had been seeing very few Cases being created for them over the last few days. I checked the ARC for that particular team and noticed that someone had mistakenly switched off the correct rule and then activated an incorrect rule. When I go to the Activity Monitor in the incorrect rule, I can see there are loads of emails that have come in but no Cases have been created. Is there any easy way to get those emails created as Cases in bulk? I cant see any options through the Activity monitor.

Thanks a lot

Ted

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Leah Ju Microsoft Employee on at

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Hi Partner,

Maybe you can create one on-demand workflow to convert emails to case in bulk.

Please refer to the following steps:

1.Settings > Process:

2.Add steps to create case

3.Set Properties--update case with value from eamil

4.Save and Active it.

5.Test:

I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
Regards,
Leah

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Suggested answer

Leah Ju Microsoft Employee on at

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Hi Partner,

Firstly, you can filter emails as following screenshot shown, get emails that load in the incorrect rule:

Then you can run the workflow on returned emails.

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