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Case Creation ARC flow is randomly skipping emails (Activity created). no entry in flow or errors

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Posted on by DanCap

Randomly our ARC Case Creation Flow does not detect an email in our support queue and create a case. The email is tracked and an associated activity is created though.

I check the flow and there is no attempt made at processing the email; there is no successful or failed runs. I also filtered for failed checks to the flow and got nothing. It's like the flow completely ignored the email. A bit later, another email to the same queue is successful, and most are.

The activity monitor in "Automatic Record Creation and update rules" section on CE did not show anything. It was only set to show failed and not also skipped, so unsure if this may have caught anything if skipped was also set.

I'm new to this stuff so am unsure what else I can check to see why this is happening. Can someone please suggest other checks I can do myself before going to MS support.

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Case Creation ARC flow is randomly skipping emails (Activity created). no entry in flow or errors

I could ovserve the same issue with our customer. The flow is just ignoring to create a case and is working for other que items perfectly. Furthermore there is no direct way to see if the regarding field was set. So I built a report with the activity monitor events:

Customer Service Admin Center >Select Case Settings > Automatic record creation and update rules > Record creation and update rules and then select View activity monitor on the command bar to view the list of all the activity events on the All activity monitor events page. Use activity monitor to review and track rules | Microsoft Learn

Filter Settings:

Current state filtert on everything beside skipped

I also checked the points mentioned by jacobusdeana but there wasn't any issue. Sandly I can't confirm DanCaps obersavation of e-mails that had been adressed to multiple people. The issue accures also with only a sender and receiver of one address.
DanCap 22 on at

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Case Creation ARC flow is randomly skipping emails (Activity created). no entry in flow or errors

It's been a while, but we are still having this issue. I opened a case with Microsoft months ago and they have thus far been unable to find a resolution

jacobusdeana thanks for your response, as it gave me some things to investigate. Unfortunately, none of them are the cause to my issue from what I can see. I set my activity monitor to log all activities and these emails do not show still. the Flow of my modern ARC rule does not show any attempt to run against the emails as these emails never reach the ARC rule, it seems.

Upon further investigations off some of Microsoft's replies to my case with them, I identified a possible reason why these particular emails do not get a case created against them; they are being "linked" to the timelines of the contacts also addressed in the email. Looking at numerous emails with this issue, it seems to exclusively happen when another email address was addressed in the email, either in addition to the support email in the TO filed or as an additional email in the CC field.

Note: This issue is random, so while it seems to only occur on emails addressed to both the support queue and another email address (whether it be an external person or internal), it doesn't always occur on these types of emails. Cases can also be created.

To try and clarify what I noticed:

Email with issue:

Email sent to Support queue and another email address (other email address is a contact in system)

Email is assigned to the Support queue (verified by checking the email's "Queue Item Details" and finding the QueueID)

Email is not converted to case (the "Regarding" field is not populated for the email's activity)

Check other email contact's timeline and you can see email listed in there.

Email correctly converted to case

Email sent to Support queue and another email address (other email address is a contact in system)

Email is assigned to the Support queue (verified by checking the email's "Queue Item Details" and finding the QueueID)

Email IS converted to case (the "Regarding" field is populated for the email's activity)

Email IS NOT listed in other email contact's timeline

Has anyone else experienced this?
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jacobusdeana 15 on at

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RE: Case Creation ARC flow is randomly skipping emails (Activity created). no entry in flow or errors

Hello DanCap here is a bit of information from Microsoft that may be helpful to identify what may be the reason some emails are not being processed. I've been in your shoes (and still am) and hope the information further down in this post are helpful in where to go to look.

A couple of items to look for:

1. Could this email have been associated with an existing case?

2. Is the email associated with a Contact (From field)

Per Microsoft documentation https://learn.microsoft.com/en-us/dynamics365/customer-service/arc-faqs:

What are the scenarios in which the rule skips creating records automatically?

The automatic record creation rule doesn't create records in the following scenarios:

Reason 1

Email is from an unknown sender.

Resolution: On the Advanced tab of the Record creation and update rule page, select Yes for Allow emails from unknown senders, and choose an option in Manage unknown senders by according to your business needs. More information: Configure advanced settings for rules.

Reason 2

A resolved case is already connected with this record.

Resolution: On the Advanced tab of the Record creation and update rule page, select Yes for Wait for a specific amount of time after the connected case has been resolved, and specify the time in the Select the amount of time option. More information: Configure advanced settings for rules.

Reason 3

No valid entitlement for this email sender.

Resolution: On the Advanced tab of the Record creation and update rule page, select No for Require a valid entitlement on the connect case.

Reason 4

No applicable reason can be specified.

Resolution: If the reason is empty and the state says Ready for workflow/Power automate, and the case doesn't get created, then check system jobs if it's a legacy rule, or check flow runs if it's a modern rule.

Navigation:

For Reason 1 and 2

1. Open the Email and check if the Sender has an active Contact Record in D365. If the value in the from field is in red this identifies an unknown sender.

2. In Customer Service Admin Center App go to Case Settings -> Automatic Record creation and update rules -> click on Manage

Identify and open the Active Record creation and update rule Go to the Advanced tab

1. If the Allow emails from unknown senders is No the emails/cases are not created.

2. If the Wait for a specific amount of time after the connected case has been resolved is Yes and has a time frame selected, then the email is associated with the existing case but will not create a new case record until the time frame has passed.

3. If the email is tracked against a contact, go to the contact and see if there are any cases where the incoming unprocessed email has been associated.