FAQ about creating records automatically and activity monitor

This article contains information on frequently asked questions about the automatic record creation and activity monitor features in Dynamics 365 Customer Service.

What are the scenarios in which the rule skips creating records automatically?

The automatic record creation rule doesn't create records in the following scenarios:

Reason 1

Email is from an unknown sender.

Resolution: On the Advanced tab of the Record creation and update rule page, select Yes for Allow emails from unknown senders, and choose an option in Manage unknown senders by according to your business needs. More information: Configure advanced settings for rules.

Reason 2

A resolved case is already connected with this record.

Resolution: On the Advanced tab of the Record creation and update rule page, select Yes for Wait for a specific amount of time after the connected case has been resolved, and specify the time in the Select the amount of time option. More information: Configure advanced settings for rules.

Reason 3

No valid entitlement for this email sender.

Resolution: On the Advanced tab of the Record creation and update rule page, select No for Require a valid entitlement on the connect case.

Reason 4

No applicable reason can be specified.

Resolution: If the reason is empty and the state says Ready for workflow/Power automate, and the case doesn't get created, then check system jobs if it's a legacy rule, or check flow runs if it's a modern rule.