Dear all,
I´ve got a big issue with case creation rules - so I hope you can help me.
1. If there are two senders in one email sent to a queue, our case creation rule should work twice. How can I seperate this email to two emails, so each sender / email will be handled like a unique email applied to the case creation rule?
2. An unknown customer sends an email to queue A --> contact A + case A will be created in a specific BU. The owner of the case creation rule and queue only can see contacts of this specific BU.
The same customer sends another email to queue B --> CRM shouldn´t find contact A. My intended behaviour is that contact B with Case B will be created in another specific BU, because the owner of queue B und Case creation rule B is situated in a different BU.
My testing didn´t work anyway. Because CRM looks for every email ID in the system and fills in the contact as the sender. That´s before the case creation rule triggers, because the email will be created before any security roles will be checked.
Any solutions regarding both issues or at least one of them :) It would be awesome to figure out same experiences on case creation rules - they work fine but not perfect at all! If you need further information I´ll keep you informed.
Thanks
Patrick