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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Converting an email fr...
Microsoft Dynamics CRM (Archived)

Converting an email from an unknown source to case does not work

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Posted on by Anthony Swift 175

I am struggling with creating cases from emails when the sender is not resolved to a valid dynamics entity.

Clicking convert to case does now work for me in the scenario (e.g. no dialog appears, convert to lead and convert to opportunity however do appear), is this by design?

I thought I could work around it by adding the contact after the email has arrived but dynamics does not appear to attempt to resolve the contact again. Do I understand this right?

This image hopefully explains the situation better. Were looking at an email where the from address is unresolved. I cant convert this email to a case.

Hopefully what I'm attempting is possible.

Regards,

Ant

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

    Hello Anthony,

    I am sharing few links with you related to the issue.

    social.microsoft.com/.../create-case-from-email-using-workflow-in-crm-2013

    blogs.msdn.com/.../773825.aspx

    www.iotap.com/.../Microsoft-Dynamics-CRM-Service-Automation-Email-to-Case.aspx

    Hope this helps.

    Thank You !

  • Suggested answer
    Karth Profile Picture
    Karth on at

    I have tried reproducing this, and I'm facing exactly the same issue. If the incoming e-mail is already a contact in CRM, then the system allows me to use the 'Convert to Case' feature. Not otherwise. Makes me wonder if this is a system feature in CRM 2013.

  • Victor J Profile Picture
    Victor J 5 on at

    Has anyone found a solution?

    I create a referenced new case from the 'referenceobjectid' field, but I want the 'convert to case' button...

  • DataMan Profile Picture
    DataMan on at

    Hi Guys, I'm new to CRM so please forgive my n00bness :)

    I am having the same issue, however I have noticed when the owner of the Queue has the System Admin role, the system creates a contact when the email arrives in the queue. Maybe just a permission issue?

  • DataMan Profile Picture
    DataMan on at

    Let me expand on my last post, I’ll provide a brief description of our setup. We have a number of different business units, and within those business units we have a number of teams. Each team has their own custom queue, as we choose not to use the out of the box <queues>. Each of the queues has a mailbox attached to it which has been setup for server side sync. As above emails were coming into the queue fine, however we were unable to convert them to a case. In our UAT environment we had this setup and working, the system was creating the contact if it could not match to an existing one. The difference between UAT and Prod was the owner of the queue in UAT was the Team Leader eg. John Smith, and in Prod the owner was the Team eg. Team A. Even though Team A had the same permissions as John Smith the system did not create the contacts. So we changed the owner of the queue in Prod to John Smith, and then shared the queue out to the Business Unit.

    Our Production environment is now creating people as the emails land into the queue and we can now convert to cases  The only issue not is, when the system creates the contact, it places the email address in the Name field as well as the email field, but it’s not hard to update the contact details as you convert to a case.

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