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.
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Mark Aston
Engineer
Ordnance Survey
Southampton, UK
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