Customer Engagement & Dynamics CRM Forum

Expand all | Collapse all

Email to Case auto response Loops

  • 1.  Email to Case auto response Loops

    SILVER CONTRIBUTOR
    Posted 17 days ago
    We have Email2Case enabled... which is a great thing, however, we sometimes get auto response loops.

    I found this article on the site here that mentions them, but with no way to stop them
    Microsoft Dynamics CRM Service Automation - Email to Case

    A customer may send us an Email from their automated system which then raises a Case in our CRM using the Email2Case rule. Our CRM then sends out an Acknowledgement email which generates an Auto Response from the Customers system, which then sends another email to us which creates a new Case using the Email2Case and it just repeats and repeats.
    The only thing we have been able to do is when we spot one of these looping Case creations is to get IT to temporarily block that email address at the server which breaks the chain and therefore stops the loops.

    This it not an ideal solution because:
    1. Someone has to spot the loop
    2. Someone has to block the email address
    3. Someone has to remember to un block the email address

    We experienced a loop so big a couple of months back that the customerservices@ mailbox crashed and Email2Case was working. We have since added in a clause to the Record Creation rules to exclude 'Auto Response' or 'Out of Office' emails from creating as a Case but we still experience loops.

    Has anyone come up with a solution for this problem?

    Jess​

    ------------------------------
    Jessica Howes
    Microsoft Dynamics Specialist
    Opus
    Reigate
    ------------------------------
    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: Email to Case auto response Loops

    Posted 14 days ago
    We have had the exact same problem and we also do not have an ideal solution.

    What we end up doing is to set the 'Do Not Allow Email' flag on the Contact to 'Do Not Allow'. Again, this is not an ideal solution since someone has to spot the loop and manually set the flag. What this does is it allows incoming emails from the contact but prevents CRM from sending out any emails to the contact, thus breaking the email loop.

    Outcome with classic/legacy case creation rules that have auto-response set to 'Yes' and contact with 'Do not Allow Emails' flag set to 'Do Not Alllow'

    1. Case is created and routed successfully.
    2. Incoming email has regarding set to Case.
    3. No auto-response email sent (since contact has 'Do not Allow' emails)
    4. System job goes to 'Waiting for retry due to error' with Message 'Recipient of type 'Contact' with ID '91737fe6-22f7-e911-a812-000d3a591e34' is marked as non-emailable' . We have a system job clearing these failed system jobs every 7 days.

    The above workaround is what we were using until all our case creation rules were  in classic (legacy).Recently when we  started using the UCI/flow based case creation rule, we have encountered a bug and opened Microsoft ticket for #2 below. Microsoft has said a fix will be released on Oct 23rd for this,

    Outcome with UCI/Flow case creation rules that have send auto-response set to 'Yes' and contact with 'Do not Allow Emails' flag set to 'Do Not Alllow'

    1. Case is created and routed successfully.
    2. Incoming email does NOT have regarding set to Case. (This means that the case will not have the incoming email on the timeline).
    3. No auto-response email sent (since contact has 'Do not Allow' emails).
    4. Flow fails in last step (MS default step)

    Again, its not an ideal solution, but we could not find any other solution.
    ​​

    ------------------------------
    Anitha Vivekanandan
    Kavo Kerr Group
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 3.  RE: Email to Case auto response Loops

    TOP CONTRIBUTOR
    Posted 12 days ago
    Hi Jessica,
         In the article link you posed for Email2Case it says you can configure exclusion rules. Even in OOTB D365, you can configure a rule in the case creation rule (https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email) that will ignore the email if it contains certain words, for example if the subject starts with "Re:" or contains some unique string that you have in your auto-response template.

    ------------------------------
    If this answered your question, please click on the arrow button next to Reply Inline and choose 'Make Best Answer.'
    Thanks.
    Nelson Johnson, Solution Architect
    BroadPoint, Inc., Bethesda MD
    Link with me! https://www.linkedin.com/in/nelsonjohnson/
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


If you've found this thread useful, dive deeper into User Group community content by role