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ReportHi all,
We have a strange issue we're seeing on Dynamics 365 (and it's starting to frustrate the hell out of us). We have a queue set up, called "First Line Support", which has a mailbox set up and working for it; our support@companyname email address.
Against that queue, we have a "Record creation and update rule" which is marked as active, and is set to send a case auto-response, and to "create records for email from unknown senders". So far, so simple.
Finally, we have one "Record creation and update detail", which is a very generic rule we've called "Create Case" - which has no conditions (applies to everything) and simply creates a case.
All that works fine (when server-side synchronisation is having a good day, of course!), but with one strange caveat: none of the cases are ending up in the queue. Instead, when filtering queues, I only see them in my personal, "Private Queue" (the triangular-brackets automatically created queue, <john doe>, etc).
Any idea why all those rules against a specific queue's mailbox would then just not pay attention to which queue it was meant to be associated with? Any and all ideas and suggestions are very welcome at this point!
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