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As it stands at the moment, using an automatic record creation rule to create cases from an incoming mail queue will not prefil both the Customer and Contact field on a created record if the sending email address is both a pre-existing Contact in the system and placed into one of the emailaddress(1/2/3) fields on the account form. As confirmed by a Microsoft support case, the Account will take precedent, therefore only the Account will be place on the created record, instead of the Account and Contact.

In my mind, this is not expected system behaviour, but currently that is how Dynamics will work, confirmed by the PG. I would like this changed so that it will create a record using both the Account and Contact record linked correctly instead of just the Account.
STATUS DETAILS
Needs Votes

Comments

Z

Fully agreed,
Firstly We use Customer (Mandatory) field and on FormLoad we do filter only Contacts to be shown so Microsoft gives us the ability to filter only Contacts for the Customer field but through Record Creation and Update Rule it Populate Customer of the Contact if there is a Customer associated with the Contact.
Secondly Contact lookup field is not mandatory but the Record Creation and Update Rule forces this field to be filled and we if the Contact has a Customer associated , we cannot fil both Customer and Contact as Contact as explained by Microsoft scenario 3.
https://docs.microsoft.com/en-us/dynamics365/customer-service/troubleshoot-case-email-issue

So I consider this as a Bug rather than by design/Design limitation.

Reference - 120062223000173 Microsoft Case number.


Regards,
Daniel.

Category: Customer Service (Case Management / Queues)