We have:
1) An Exchange mailbox called "support@mydomain".
2) A Queue in Dynamics 365 Service called "Support" setup with the above mailbox "support@mydomain". This queue has record creation rule that creates a case for all incoming email messages. (Mailbox is approved and enabled)
3) A distribution group in Exchange called info@mydomain. When an email arrives in this group, the distribution group forwards it to few mailboxes including “support@mydomain”.
Expectation: When an email is sent to distribution group info@mydomain which then forwards the email to support@mydomain, it is expected that:
1) The email should arrive in CRM in the queue "support@mydomain"
2) The record creation rule setup in the queue should create a case in CRM.
The Problem:
Email is arriving in CRM but case is not getting created.
The Reason for problem (what I believe)
When the distribution group "info@mydomain" forwards the email to "support@mydomain", it arrives in CRM mailbox "support@mydomain" but the "To" field in the incoming email is still set to "info@mydomain" and not "support@mydomain". Which is why "Support" queue doesnot create any case in CRM because the email setup for the queue is "support@mydomain" and not "info@mydomain".
The Solution???
I am unable to find it so far. Dynamics 365 does not support distribution groups. So I can't create a queue with "info@mydomain".
Have you guys come across a similar challenge in past?
