Some of the Most common Issues and their Causes/Resolution
Issue: Cases not being created in CRM
This could happen for various reasons.
The resolution for the issue would depend on the kind of error logged in the trace logs.
Please refer the section ‘Trace Logs’ to get more details on the error.
Below are some of the possible error messages found in the trace logs and their possible resolutions.
Issue: Licensed User count exceeded
- Verify the actual user count in CRM. (Settings ➤ Security ➤ Users)
- Verify the actual user count identified by Record Clone. Browse to Settings ➤ Solutions ➤ Record Clone ➤ Profile and License tab. Confirm the Actual user value.
If it’s a licensing error you can reduce or manage the number of users in the system using Security Groups in this article or purchase a higher tier.
Issue: ‘Timeout Exception’ OR couldn’t complete execution within the 2 minute limit
CRM internally has a 2 minute limitation for custom logic. i.e. : Any custom logic written in plugins/workflows would need to execute completely within 2 mins. If this exceeds for any reason the plugin/workflow would fail and a timeout exception would be generated.
The Email2Case plugin logic (fired when an email is received in CRM) should ideally be executed in 5-15 seconds.
We have made some enhancements to the plugin logic, which may help resolve the issue.
Please upgrade to the latest version of ‘Email To Case Automation’ available here,
If this does not solve the issue, please email us the trace log details and we will revert back on the next course of action.
Issue: Cases not being created from forwarded emails (by internal users)
This is ideally caused by an erroneous configuration done within the ‘RS Scheduled Record’ entity
Please refer the below article on the configuration/steps to be followed for creating a case by forwarded emails: https://portal.iotap.com/knowledgebase/article/KA-01186/en-us
Trace Logs
To Identify failures for the Email To Case Automation Add-on try looking for possible error logs generated at the below location:
Run an advanced find on the ‘Plug-in Trace Logs’ entity
Note: Ensure that you have set the Plugin trace logging to ‘All’ or ‘Exception’ (from within Settings ➤ Administration ➤ System Settings) (Refer screenshot below).
You may need to have ‘System Administrator’ role to perform the above.
In case this setting was Off, and you have turned it On now, you will need to re-send the email again to the registered queue to re-generate the issue which in turn would create the error logs.
Look for plug-in trace log records where ‘Type Name’ contains ‘EmailToCase’.
Sort the records by the ‘Executing Start Time’ field to get the latest first.
Open the record.
The trace log details should be available in the ‘Message Block’ field (highlighted in screenshot below).
