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Automatic Record Creation Rule

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Posted on by CU01081947-0

Hello Dynamics Customer Service Community,

Can you help, please?

I want to use record creation rules to solve my below requirement.

I have multiple support mailboxes such as laptops@mycompany.com and monitors@mycompany.com and keyboards@mycoany.com

I’ve created mailboxes and queues for them in Dynamics.

Each item such as monitor, laptop, keyboard is a separate table in Dynamics.

So, when a customer sends an email to laptops@mycompany.com I want the record creation rule to create a record in Dynamics against the Laptop table.

And when a customer sends an email to monitors@mycompany.com I want the record creation rule to create a record in Dynamics against the Monitor table.

And so on and so forth for all my mailboxes.

I’ve noticed the Record Creation Rule only allows me to specify one “Queue” and one “Activity Type” such as Email.

So from my understanding my requirement isn’t possible. Is that correct? It’s been many years since I did customer service for a previous client and I felt like we had about 60 mailboxes/queues being monitored and all created a record. But that was a long time ago, and maybe I’m wrong.

Any help on how to achieve my requirement would be greatly appreciated.

Thanks very much,

Garry

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Leah Ju Microsoft Employee on at

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Hi Garry,

One queue with one mailbox(email address), and one rule only have one queue:

But you can create multiple rules for different queues.

For the one selected “Activity Type” in the rule:

--We need select 'Email' option, which helps us track received emails to email records in Dynamics.

--When we create rule item, we can select any other tables you want to create；

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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djnpalero 8 on at

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Hi Garry,

So you would have to create 3 Rules -- one for each of those 3 scenarios that you have.

Each Rule will:

Have a different {Queue to monitor} -- assign the Mailbox (e.g., the mailbox for laptops@mycompany.com)

Have {Activity type to monitor} = 'Email'

Have one Rule Item/Condition added (see screenshot below)

Add a condition that the {Direction} of the email in 'Incoming'

Select your custom table in the {Record to create}

You can the "Save and open Power Automate" if you want to set more columns in the new record you're creating by editing the Create action in the cloud flow

Hope this helps.

Dan

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