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Hi there. I have folder level tracking enables for about 10 folders in outlook and as soon as those get out into dynamics 365 I have a workflows(about 10) that fire which create a case, attaches the email to the email to the case and sets the case regarding one of the folder names(created a custom entity to hold folder names). what I'm seeing with folder level tracking is that some ofthe workflows will fire and some won't. some emails will be attached and some won't. is it possible that I have too many workflows and dynamics is firing them too fast? Should I combine all the workflows onto one workflow?
thanks in advance!
Hi Sunnz,
I assume your trigger is the same for all the workflows so I would suggest setting up one workflow with the trigger and then making sure this is triggering 100% of the time first. If this works then you can add child workflows from this or steps to accomplish what you need.
Hope this helps.
thank you for the reply. I am using standard workflows and you are correct, dynamics will track the emails as expected but not fire all the steps of the workflow. we are not using queues or creation rules, only workflows to handle this. If we wanted to keep our setup the way it is would you recommend to create one big workflow or 10 smaller ones?
thank you
Hi Sunnz,
Can you help clarify a couple things for me?
Are you utilizing standard Workflows or are you utilizing Case Creation rules?
The Case creation rules can drive the process to pull the records from an email queue and then bring them into Dynamics and create the case. You can also then use the routing rules to route the case appropriately based on specific key information.
You mentioned "I'm seeing with folder tracking is that some of the workflows fire and some won't". You are relating the folder tracking here with the workflows and I am not sure exactly what you mean on this. The folder tracking in Outlook / Exchange will be setup to track to the specific custom entity you created. It does track the message to this folder but then does not fire the workflow to create the case correct?
Overall if this is the situation that is happening I would not expect that you are firing them too fast as Microsoft should run the workflow for each of the activity records created.
Looking at your architecture, I would suggest maybe looking at a different approach.
1. Create 10 email addresses for the different types of messages that you were putting in the folder tracking (if they are different than the ones they are going to originally) and setup forwarding rules in Outlook to send to these email addresses or if you are manually moving to the folders then send to the forwarded email addresses instead
2. Setup Case Creation Rules attached to these emails that will create the cases in Dynamics 365 automatically. (docs.microsoft.com/.../automatically-create-case-from-email)
3. Use Routing rules to move the cases appropriately (docs.microsoft.com/.../create-rules-automatically-route-cases)
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