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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Case creation rule - s...
Microsoft Dynamics CRM (Archived)

Case creation rule - several senders + different BUs

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Posted on by Patrick Friedrich 395

Dear all,

I´ve got a big issue with case creation rules - so I hope you can help me.

1. If there are two recipients in one email sent to a queue, our case creation rule should work twice. How can I seperate this email to two emails, so each sender / email will be handled like a unique email applied to the case creation rule?

2. An unknown customer sends an email to queue A --> contact A + case A will be created in a specific BU. The owner of the case creation rule and queue only can see contacts of this specific BU.

The same customer sends another email to queue B --> CRM shouldn´t find contact A. My intended behaviour is that contact B with Case B will be created in another specific BU, because the owner of queue B und Case creation rule B is situated in a different BU.

My testing didn´t work anyway. Because CRM looks for every email ID in the system and fills in the contact as the sender. That´s before the case creation rule triggers, because the email will be created before any security roles will be checked.

Any solutions regarding both issues or at least one of them :) It would be awesome to figure out same experiences on case creation rules - they work fine but not perfect at all! If you need further information I´ll keep you informed.

Thanks

Patrick

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  • Patrick Friedrich Profile Picture
    Patrick Friedrich 395 on at
    RE: Case creation rule - several senders + different BUs

    Hey Alex,

    thanks for clarification - of course i meant two recipients - sorry for that mistake.

    In the perfect world there should be only one contact in crm because it is the same person. We are customizing a customer service platform for an enterprise with different clients/principals. 

    When a customer sends an emal to client A, a contact "123" and case "C123" will be created with the BU of client A as the owner. So the customer agent can only see the details of this specific contact "123" in the BU.

    If the same customer sends an email to client B, a contact "456" and case "C456" will be created with the BU of client B as the owner. So the customer agent can only see the details of this specific contact "456" in the BU.

    Why is this? If the customer agent opens one of those contacts it could be that they have different details on the form. Maybe in the first email he sends his phone number but in the 2nd mail he doesn´t. So only contact "123" contains the phone information and the customer agent may talk about this number. In another scenario regarding contact "456" nobody may know this phone number although he gave us his number and he is the same person.

    We try to change the sender in the email by using a pre creation plugin but it seems that it won´t work. CRM didn´t change the sender after the plugin was running. Any clue?

    Thanks

    Patrick

  • ashlega Profile Picture
    ashlega 34,475 on at
    RE: Case creation rule - several senders + different BUs

    Hi Patrick,

     can't, really, answer those, but got a couple of thoughts/questions:

    #1: Is it even possible to have two senders in one email? Or did you mean the recipients (not that it would help at all either)

    #2: I think you would have only one contact in the perfect world, so I'm wondering if you can do that (one contact) and just have different contact forms for the users in different business units (plus, maybe, field security profiles)

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