D365 Case management - new email goes into existing inactive case

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Posted on by Community Member Microsoft Employee

We are using D365 Case management, but we had issue about new emails still goes into 'inactive' cases.

Whenever the contact responds to the original email without changing the subject, CRM identifies the new response as a response to the original email and links it to that case. But sometime that case is already completed, hence it's inactive case. User do not notice if any new emails coming into the inactive case. WE WANT those emails to create new cases instead. We've been told from the IT department because those emails are still using the same email TOKEN, they are not going to create any new cases.

Any solution? much appreciated!

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Bipin D365 28,959 Moderator on at

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RE: D365 Case management - new email goes into existing inactive case

HI,

I would also recommend to go through below link to troubleshoot Email To Case functionality.

docs.microsoft.com/.../troubleshoot-case-email-issue

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LuHao 40,876 on at

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RE: D365 Case management - new email goes into existing inactive case

Hi Ivy,

We can use workflow to create a new case when an email whose regarding case is completed is tracked to D365.

Go to Advanced Settings > Processes, new a workflow of Email entity.

Set the workflow as follow.

The steps are 1) Check Condition, 2) Create Record, 3) Update Record.

Condition:

Create Record: Case. Use fields of Regarding(Case) to pupulate the fields of new case.

Update Record: Email.

Only update the Regarding field to the Create(Case).

Finally activate the workflow.