Incoming email queue

(0) Share

Report

Posted on by Community Member

Hi,

I setup an incoming email queue, from where technician will convert the emails to case and this will removed the email from queue. Now if customer sends back and forth email (by replying to the email from Dynamics 365 on case acknowledgement) to the same email address (as on queue), the email will be added in the queue. I want this email to be removed from the queue.

Is there any way that I can filter emails with Tracking ID not to be added on the queue.

Thanks

I have the same question (0)

All responses (3)

Answers (1)

Verified answer

Community Member on at

Like (0)

Report

Hi Mudassar,

Maybe you can create a workflow to remove emails with Tracking ID from the queue automatically.

When one email has been added to one queue, one queue item with same name can be created and appear in the sub-grid list of the queue.

So you can remove emails from the queue through deleting the queue item.

Go Settings > Process.

1.Condition:

In my example, my tracking token prefix is 'CRM:', so i used it as check condition:

so i used it as check condition:

2.Delete queue item:

There is no OOB delete action in workflow, you can use Dynamics 365 Workflow tools utility to delete record.

Dynamics-365-Workflow-Tools/Delete Record.md at master · demianrasko/Dynamics-365-Workflow-Tools · GitHub

Download page:Releases · demianrasko/Dynamics-365-Workflow-Tools · GitHub

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Hi Mudassar,

Greetings! Leah Ju suggested one option you can try or In one of my engagement we have monitored if Email subject contains Re: or Fw: we were not converting email to case. If this helps.

Thanks,

Goloknath

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report
Thanks Leah and Goloknath for your responses. subject containing Re and Fw is a bit risky as there are chances to skip real cases.

I did id through power automate flow on queue items. The flow triggers on the Queue Item Creation and has the below logic

Check if the item is an email and also if related entity is Case (which means case already exist).

If the condition is true then remove the item from Queue.

else, ignore

Was this reply helpful? Yes No