email to case... nothing seems to happen. where am I going wrong?

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Posted on by Franco Prussian

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Hello, I've been trying to create a case from email, but nothing is happening, and I'm not sure where I'm going wrong. Any suggestions are appreciated!

I'm using Dynamics CRM Online 2016 and Exchange Online with Office 365 Enterprise E1 license.

I have a queue set up and associated with an email address. It is set to server-side sync, I've approved, tested, & enabled the mailbox, and it is labeled a "Success".

I've set up an automatic record recreation rule for the queue that is supposed to apply to ALL incoming email messages. There are no conditions set on the record creation. I've asked it to create a new case record and left the default settings for each field (including setting the case subject to be the same as the email subject).

However when I send email messages to the email address, no case is created.

I have checked every setting I can think of, but cannot figure out why nothing is happening. Suggestions?

Thanks!

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Franco Prussian 405 on at

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Thanks Saroj!

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Saroj Das 3,355 on at

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Make sure the owner of the queue and Case create Rule should be same.

Case create rule should be activated. And please check the below images.

Thanks,

Saroj

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Franco Prussian 405 on at

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Sorry, you may disregard this post...everything seems to be working now! Not sure what changed, but I'll take it.

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