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Microsoft Dynamics 365 | Integration, Dataverse...
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D365 Case management - new email goes into existing inactive case

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Posted on by 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! 

  • Suggested answer
    Bipin D365 Profile Picture
    Bipin D365 28,959 Moderator on at
    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

    Please mark my answer verified if i were helpful

  • Verified answer
    LuHao Profile Picture
    LuHao 40,876 on at
    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.

    4544.pastedimage1599620976827v1.png

    Set the workflow as follow.

    6445.pastedimage1599621078000v2.png

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

    Condition:

    7713.pastedimage1599621180970v3.png

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

    4807.pastedimage1599621318613v4.png

    Update Record: Email.

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

    6254.pastedimage1599621619761v5.png

    Finally activate the workflow.

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