Dynamics Community Forum Thread Details

Record Creation and Update Rule based on Case ID (not with tracking token)

Hello all, we are moving our Servicedesk process to Dynamics 365. We are an IT service company.

Tracking and auto-creation and updating of cases based on e-mail is one of our most important requirements. In our current Servicedesk tool, the system attaches email automatically based on the ticket number (case id) provided in the subject. The ticketnumber is build up like this: #140234 (hashtag plus a 6 digit sequential number).

I have already implemented auto creation rule, it works fine for new tickets and email tracking works also fine when users hit 'reply'. So now for 95% our requirement is met. But when a user starts a new conversation with the case ID, it is not appended. Using a tracking token is not an option because then our customers will have to refer to two kinds of numbers (case ID and a Tracking token when spoken over phone). It will give too much confusion. Smart matching is also not an option, because many of the cases we are dealing with, are containing the same keywords and recipients (like: "My PC is not working" or "Printer is offline").

We want to create or route emails to cases based on the Case ID. So the rule needs to look in the email subject for an hashtag and then the 6 digits that are following. If they are the same as an existing case, then the email needs to be appended to that case. If it does not apply, then a new case needs to be created.

In short:

If email-subject contains #140294 then search for matching case ID, if found, then append email to case

Else

Create new case

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