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Dynamics 365 Community / Forums / Customer Service forum / Convert to Case for In...
Customer Service forum

Convert to Case for Incoming Delivery failure emails

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Posted on by awad

Hi Community,

We are using convert to case feature of dynamics crm to convert all the incoming emails but its not converting all the incoming emails. We also want the delivery failure emails to be converted as cases so that the CRM users will know what is failed and what action needs to be taken. 

Does anyone have a solution for this ? MVPS ?

thanks & Regards,

Awad.

Categories:
Activities
Case Management
Queues and Routing
I have the same question (0)
  • Suggested answer
    Arun Vinoth Profile Picture
    Arun Vinoth 11,615 Moderator on at

    Not sure how you manage to get the delivery failure (email bounce) notification processed by Email router or SSS into CRM as email activity.

    If it reaches CRM by any chance, the case creation rule is not getting applied on that, right? I understand it from your question.

    Are you able to trigger Email post-create Plugin & manually convert them into case? Try that.

  • awad Profile Picture
    awad on at

    Hi arun,

    Thanks for your response.

    The actual problem is, the delivery failure (email bounce) notifications are not coming in CRM as email activity and so convert to case does not work.

    Do you know how to get/track the deliver failure emails in crm ?

    thanks & Regards,

    Awad

  • Suggested answer
    Arun Vinoth Profile Picture
    Arun Vinoth 11,615 Moderator on at

    That email may be treated/avoided as a clutter item by product that’s why not entering into CRM. In fact we don’t want such emails to enter into system & create load in our system like auto-response war.

    You can reach out to MS support advisory ticket & ask if it’s possible to process that. ( there may be a rule in exchange/router/SSS or something but am not sure)

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