Share
ReportHi all
I'm currently working with a client's Dynamics 365 online system and experiencing the following scenario:
- I am set up as a valid User record in CRM with the email address of (for example) joe.bloggs@mydomain.com.
- There is a public queue set up with an incoming email address of (for example) support@mydomain.com. There is automatic case creation enabled for this queue, but the rule is excluding emails containing @mydomain.com.
- From my Outlook, I send an email to the support@mydomain.com email address and it hits the queue. It creates a new Contact record with the name and email address of joe.bloggs@mydomain.com, created by SYSTEM. The email message says it is From this contact, and not the User. No case is created.
What I want to happen is for the email to hit the queue as an Email Activity record with the From populated with a user if it exists. The CRM users can then manually convert to a case and populate the Customer as necessary.
This is because the emails are being sent by the CRM users, and when it creates a Contact record there are a multitude of issues with email tracking due to there being and User and a Contact record with the same email address.
Now I've done some research and tried a few things. including setting AutoCreateContactOnPromote to False using the OrgDb tool. I have also gone through every user, including the 'SYSTEM' user and set their personal settings to NOT create contacts just in case. Yet it still happens.
I have another system (internal) that, from a CRM perspective, is set up in exactly the same way although without automatic case creation at all. If I send an email from my Outlook to this address, the email message is created and says it is From my User record. I do not have a Contact record and one is not created.
Both systems are using server side synchronisation and are set up the same way under Administration > System Settings > Email. At a bit of a loss really... Any ideas would be appreciated.
All responses (
Answers (
5
