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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Automatically Forwarde...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Automatically Forwarded email to mailbox not converting to case

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Posted on by JinsengIT 42

Messages to our support@company.com mailbox are automatically tracked in CRM and converted to cases.  It all works great.  Now I need to accept emails sent to support@newcompany.com (in a different Office 365 tenant).  I have an automatic Exchange forward configured to forward messages sent to support@newcompany.com to support@company.com.  The messages show up in the Exchange Mailbox and are tracked to CRM.  But they aren't converted into a case. I feel like it's because the Queue is configured with the Incoming Email set to support@company.com.  The case creation rule is set to create a case if the message is sent to support@company.com or support@newcompany.com.

Thoughts?

Thanks.

I have the same question (0)
  • lkoplin Profile Picture
    lkoplin on at

    Hello JinsengIT,

    Is the only criteria that if the case is sent to Support@company.com or support@newcompany.com, then create the case or is there other criteria in place as well?  

    Can you provide more details on your case creation criteria?

    When you say that you have an Exchange Forward configured, did you set this up like it is explained in the documentation below?

    Configure email forwarding for a mailbox | Microsoft Docs

    When you look at the Email Internet Header properties, who is listed as the Recipient on the Exchange Email and who is the email sent from?

    Thanks and look forward to your answers!

    Lance Koplin
    Microsoft Dynamics 365 Support

  • JinsengIT Profile Picture
    JinsengIT 42 on at

    Lance,

    There are other criteria in the case creation rule as well.  The criteria are basically:

    (Email To Recipients Contains Support@company.com OR Email To Recipients Contains Support@newcompany.com) AND Email Subject Does Not Contain auto reply AND Email From Does Not Equal crmoln@microsoft.com AND Email From Does Not Contain @godaddy.com

    So, All I added to the criteria was the second email address in the Or condition at the begining.

    Yes, I'm forwarding messages using the method you listed.

    Looking at the internet headers:

    The From: field is My email address (which works if I send a message directly to support@company.com)

    The To: field is support@newcompany.com

    I can find the emails inside of CRM and the Messages show "Tracked to Dynamics 365" in the Outlook Mailbox.  But there's no Regarding set inside of CRM because no case was created.

    Let me know what you think.

    Thank you.

  • Suggested answer
    lkoplin Profile Picture
    lkoplin on at

    Hello,

    What if you try the following:

    1. Create a new email field for the Queue entity.
    2. Add the new email field to the Queue form.
    3. Once you have published the changes, add the support@newcompany.com to this field on the Queue Record.
    4. Does that help correlate the email to the queue to trigger the case creation?

    Thanks,


    Lance Koplin
    Microsoft Dynamics 365 Support

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