How to handle emails from users and external addresses(contacts)

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Hello

I need to build a solution where an entity is created automatically when a new email is received and fill some information in this entity about sender (contact or user). I prefer to handle all senders as contacts so not to create additional complexity. This is how I set fields in workflow and 'Requester' field is type of Contact

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The problem is that if we have a user and a contact with the same email address and workflow tries to set fields while a new entity is being created we get an exception

The requested record was not found or you do not have sufficient permissions to view it.

Contact With Id = eb8945dd-284a-e711-8116-e0071b6ad151 Does Not Exist

Then I checked that Id and it turned to be a user with according email address although I have also a contact for this email address. So CRM prefers to treat sender as a user if it can find according one than as a contact.

What is possible solution in this situation?

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ashlega 34,477 on at

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RE: How to handle emails from users and external addresses(contacts)

Hi Sergey,

I guess this discussion might be related:

community.dynamics.com/.../159899

You might probably add a condition to the workflow so that it does not run that step when there is a "user" sender. But if you actually wanted to change how tracking works.. Maybe a plugin on pre-create of incoming emails would do the trick (if "sender" is a user, look for a contact record with the same email and, if found, replace the sender).

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