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Automatic Record Creation - Case not being created for Contact

  • 1.  Automatic Record Creation - Case not being created for Contact

    TOP CONTRIBUTOR
    Posted 16 days ago
    Hi all,
    We're on D365 CE Online and I'm looking at Automatic Record Creation and Update Rules (which can be accessed via Settings > Service Management) as an option to save users creating Cases manually.

    When I create the rule and add the step to create the Case...

    ...I leave the options as default.

    When I send a test email into the queue from an email address against an existing contact in CRM, a case is automatically created which is what I want but I have two issues...

    • By default the Case is assigned to the owner of the Record Creation and Update Rule and shows in the owners queue as opposed to the Queue defined in the Record Creation and Update Rule.  Within the rule I can set the owner to either a user or a team but not the Queue I defined.
    • The Customer field on the Case is set to the Account that the Contact sits on.  I've tried many different options in the Customer and Contact field and am not able to get the Customer field to show the Contact.  I found an article where someone has the same problem but it didn't help me resolve my issue.
    Does anyone have any experience with Automatic Record Creation and Update Rules and able to help with the above?

    Thanks in advance.

    ------------------------------
    Mark Aston
    Engineer
    Ordnance Survey
    Southampton, UK
    ------------------------------
    Conference-CRMUG_200x200


  • 2.  RE: Automatic Record Creation - Case not being created for Contact

    SILVER CONTRIBUTOR
    Posted 16 days ago
    Hi @Mark Aston,

    For your first issue, what we do is set the owner to a team. That team is ​set as the owner of the general customer service queue we want cases to initially appear in.

    For your second issue, after the create case action we had to resort to setting the Contact by using the Update Create (Case) action within the same rule. Our specific issue was caused by the fact that we assign the contact as the sender of an email. Some of those senders are both Contacts and Users, and Dynamics doesn't know which to pick since the email addresses are the same. You may not have the same issue but hopefully it can help.

    ------------------------------
    Marcus Cadena
    Crow Wing County
    Brainerd, Minnesota
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    Conference-CRMUG_200x200


  • 3.  RE: Automatic Record Creation - Case not being created for Contact

    TOP CONTRIBUTOR
    Posted 5 days ago
    Many thanks for the advice @Marcus Cadena.  After playing around on the first issue without success, I finally figured out it was because the team I was using as the owner didn't have a security role (I'd created a temporary team for testing).

    I set the Update Case action to the below and it worked!  So happy when I saw the Contact as the Customer and not the Account!  Thanks again.


    ------------------------------
    Mark Aston
    Engineer
    Ordnance Survey
    Southampton, UK
    ------------------------------

    Conference-CRMUG_200x200


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