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Duplicate case created from Queue when email contain multiple queue in TO or CC

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Posted on by Gokul kansagara

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I have multiple queues set up for individual email addresses. Whenever an incoming email targets multiple queues it creates multiple cases in dynamics 365. How can i prevent it?

Any suggestion would be helpful.

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Hi Gokul kansagara,

Power Automate flows are asynchronous processes. It's hard to prevent it to create case when you activate many Auto Created Rules. You could create a shared mailbox instead individual email addresses as queue's incoming Email. So that you could only create one Auto Created Rule for that queue. And your user can directly pick them to deal with.

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