Customer Engagement & Dynamics CRM Forum

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
------------------------------

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
------------------------------

Original Message:
Sent: Oct 28, 2019 01:39 PM
From: Mark Aston
Subject: Automatic Record Creation - Case not being created for Contact

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
------------------------------

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
------------------------------

Original Message:
Sent: Oct 29, 2019 07:05 AM
From: Marcus Cadena
Subject: Automatic Record Creation - Case not being created for Contact

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

Original Message:
Sent: Oct 28, 2019 01:39 PM
From: Mark Aston
Subject: Automatic Record Creation - Case not being created for Contact

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
------------------------------