Personalized Community is here!
Quickly customize your community to find the content you seek.
Have questions on moving to the cloud? Visit the Dynamics 365 Migration Community today! Microsoft’s extensive network of Dynamics AX and Dynamics CRM experts can help.
2021 Release Wave 1Discover the latest updates and new features to Dynamics 365 planned April 2021 through September 2021.
Release overview guides and videos Release Plan | Preview 2021 Release Wave 1 Timeline
The FastTrack program is designed to help you accelerate your Dynamics 365 deployment with confidence.
FastTrack Program | Finance and Operations TechTalks | Customer Engagement TechTalks | Upcoming TechTalks | All TechTalks
I have a scenario where if emails are coming in shared mailbox with the queue email address in BCC, then Dynamics 365CE is pulling email to Dynamics using Service Side Sync, but, it is not getting converted into Case using Auto Case Creation Rule, as the mapped queue email address is not present in either To or CC. Queue Email address is in BCC and somehow, Dynamics is able to populate BCC in the system.
Is this a known issue or something that need to be fixed by Microsoft?
Also, is there a workaround to handle this scenario?
I'm not sure if it is possible to convert Cases for emails in the BCC field. We can read in the 'Issue converting an email to a case' documentation:
"Ensure that the queue email address is in the To or Cc fields of incoming mails. Emails sent with the queue address in the Bcc field will not be processed"
Business Applications communities