What’s happening?
Cases continue to be auto-created from emails even after the automatic record creation (ARC) rule has been turned off or deleted.
Reason:
This occurs because the automatic record creation (ARC) rule has a dependency on a child flow that remains active. Even after the main rule is deactivated or deleted, the child flow continues to trigger the automatic creation of cases.
Resolution:
To resolve this, follow these steps:
Identify the associated child flow.
Go to Customer Service Admin Center > Case settings > Automatic record creation and update rules. Identify the automatic record creation rule that was previously deactivated or deleted. Check for any associated child flows that may still be active.
Go to Power Automate > Solutions (if the flow was created as part of a Dynamics 365 solution). Review all flows related to record creation.
Deactivate the associated child flow.
Open the identified flow in Power Automate.
Click on Edit to inspect the flow structure.
Turn off the flow by clicking the toggle button at the top of the flow editor or from the flow list.
Verify the fix
Send a test email or trigger the condition that previously generated cases. Confirm that cases are no longer being auto-generated.
Once the associated child flow is deactivated, the automatic creation of cases will stop.