Automatic Record Creation rule and user email tracking on same email

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Posted on by Sunilkumar

We have ARC rule on customerservice@company.com which creates incidents/cases in Dynamics 365?

What if our customer send email to customerservice@company.com and user@company.com (both in to-field)

User tracks the email to company when he reveive the email?

What we experience is that email dissapear from case timeline and is only tracked to company... in some way logic that not two emails is created in Dynamics, but cause problems because customer service then don't find the email.

How can we overcome this issue?

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Leah Ju Microsoft Employee on at

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Hi Partner,

In the email, check 'Regarding' field:

By default, it will be populated with new created case through ARC rule, then the email can be shown in the timeline of case.

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Sunilkumar 96 on at

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Thanks, Leah Ju, but this not answer the question.

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