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Hi All,
I am trying to create case record automatically through incoming mails. I can able to create records when i click "Create records for email from unknown senders" under "SPECIFY CONDITIONS FOR RECORD CREATION". But i cant when i click all the options below. why? should every options return true?
Thanks
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Thanks for this information Tom Northrup :)
Thank you Abi for the additional detail.
I did some further research and apparently they are not additive. It is more of an OR statement so if anyone of them return true a case is created. That means the entitlement section is what is impacting your case creation. Check the contact associated to the email that is sending the message for which you wish to create a case. Then see if there is a parent account. The entitlement for that parent account will determine if a case is created. If the entitlement record has no contact specifically identified then a case is created for any contact related to that account. Otherwise only for those contacts listed on the entitlement.
Here is a link to more details about how these rules work. Look through what emails you are using for testing and make sure they are not tied to accounts or existing contacts you did not expect. www.microsoft.com/.../automatically-create-a-case-from-an-email-customer-service.aspx
Let us know where this gets you. Have a great day!
Thanks Tom and Abed Haniyah
My situation is like this,
I checked all the three options
when 1st true, 2nd true, 3rd true -> case created
1st false, 2nd true, 3rd true -> case created
1st true, 2nd false, 3rd true -> case not created
As far as I know the checked options must return true to run the creation rule
Hi Abi,
If you are referencing the OOB Record Creation and Update Rules under the Service Management section, then those conditions are additive. You would create a rule for each condition or if all were checked then all would need to be true for that rule to run.
Let me know if I misunderstood.
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