Dynamics Community Forum Thread Details

duplication in auto response email on case creation

Hello fellow users ,
In customer service hub , whenever I open a new case with an email from a user related to an existing account, it sends 3 auto response email back to the customer
if the email is sent from an user that's not related to an account(external email) the auto response email is sent one time
the mailbox and the routing rules are well defined
in my email messages table in dataverse the email record is also duplicated by 3 users :
user 2 , system , and the queue

anyone has an idea on how to solve this??

thank you in advance

Hello LZ-13062018-0,

Please check for automation that creates email.

There may be a possibility that different automation triggers the email that generates duplicate emails in the system.

If possible, during dark hours, try to turn on the "Administration mode" option available under Power Platform Admin Center to turn off all background processing, create a case, and see how many emails are being made. Also, if possible, try to turn off all the background processing and try to turn them on one by one, this will help you to drill down the issue and help you identify the cause of the problem.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
If you have further questions, please feel free to contact me.

Best Regards,
Daivat Vartak

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