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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"
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