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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Record Creation rules
Service | Customer Service, Contact Center, Fie...
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Record Creation rules

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Posted on by av009 5

Hi, 

Trying to understand what these rules should be doing as we are seeing quite a few duplicate cases being created. Finding the definitions in the link below quite confusing.

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-rules-to-automatically-create-or-update-records

In my instance I have emails creating cases and have set up the following auto create rules:

pastedimage1571808282973v1.png

Based on the definitions of these rules I am expecting that if a related email comes in after 3 days from when the associated case was resolved, then a new case should be created. Otherwise, the email will be linked to the existing case.

What I am seeing in practice is cases being created within a 3 day period of associated cases being resolved.

Can anyone explain how the rule should work?

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  • Verified answer
    dian74 Profile Picture
    dian74 2,477 Most Valuable Professional on at

    If you check the box, then if a activities (like an email) comes in related to any closed case, a new case will be created; the second part (duration) - this means the system will only create a case when an activity/email comes in that is related to a case that has been resolved within the duration you specify. You have selected 3 days, so it will create a new case for activities that are related to a resolved case that has been resolved before/within the 3 day time frame. For any activities/emails that come in after the 3 days since the resolution date, no case will be created. I hope that helps.

    Please mark this answer as verified if this was helpful.

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