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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / D365 - Multiple email ...
Microsoft Dynamics CRM (Archived)

D365 - Multiple email recipients and queues

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Posted on by MrsMash09 15

Hi All,

I have a scenario where a customer is currently experiencing issues in relation to multiple email recipients. The scenario is as follows:

  • An email is sent to multiple recipients which in turn creates queue item records in multiple queues.
  • A number of different teams need to work on the record at the same time however one team 'picks' the item from their queue and as by design, it is removed from all other queues. This means some teams can miss this email if another team gets there first.
  • The pick and release functionality doesn't meet the requirement as each team needs to create their own case record from the email activity.
  • The workaround at the minute is for the other teams to send the email from outlook directly from their mailbox into their specific queue and then convert to case

Has anyone experienced this scenario before and can advise on a probable solution for this? As Dynamics is performing as designed, I believe custom functionality would need to be implemented in order to either 1) intercept the email and create multiple email activity records from which cases can be created 2) allow the email to come into the queues as currently working however write custom functionality to create the required multiple cases whenever the first team picks the email activity record and clicks on 'Convert to Case'?

Any advice would be greatly appreciated.

Thanks.

*This post is locked for comments

  • Suggested answer
    Kokulan Profile Picture
    Kokulan 18,050 on at
    RE: D365 - Multiple email recipients and queues

    Hi

    You could create a workflow on Queue Item entity that triggers On status change

    And the workflow checks the queue, and if the email is being removed from Queue of mailbox1, use the AddToQueue action or Create Queue Item to force the email to stay on the mailbox2 queue

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: D365 - Multiple email recipients and queues

    It already is available in both queues.

    Here are more details on the flow:

    1. Email router sends email to 2 queues because both email ids are found in the email. (queue 1: mailbox1@gmail.com and queue 2: mailbox2@gmail.com)

    2. User clicks Remove when managing Queue of mailbox1@gmail.com

    3. Email is also Removed from Queue of mailbox2@gmail.com when we would like it to remain in Queue of mailbox2.

  • Dynamics Objects 365 Profile Picture
    Dynamics Objects 365 550 on at
    RE: D365 - Multiple email recipients and queues

    Oh, so you want the email to be available in all the queues?

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: D365 - Multiple email recipients and queues

    We don't convert the email to a case in all scenarios so I wouldn't want to create multiple child cases and route them...

    I want the email activity to remain in one queue while it is removed from another queue.

    It could get converted into a case but that requires a user reading the email activity and converting it, not automatically.

  • Suggested answer
    Dynamics Objects 365 Profile Picture
    Dynamics Objects 365 550 on at
    RE: D365 - Multiple email recipients and queues

    You can set up a workflow to create multiple child cases for the original case and use OOTB action "addToQueue" to add these child cases to desired queues.

    I would recommend to keep the single email record related to the parent case to avoid data duplicate.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: D365 - Multiple email recipients and queues

    MrsMash09 

    Hi,

    I have encountered the same issue where some users managing a queue are Removing the queue item (email activity) and it gets removed from other queues as well.

    have you found a solution to your problem? 

    hoping it could point me in a direction.

    Thank you.

  • MrsMash09 Profile Picture
    MrsMash09 15 on at
    RE: D365 - Multiple email recipients and queues

    Thanks for your reply. Sorry, I don't want to assign the case to multiple queues. I need to create multiple email activities from the single email sent into Dynamics with multiple recipients so that users can convert the email record to cases.

  • Suggested answer
    Dynamics365 Rocker Profile Picture
    Dynamics365 Rocker 7,755 on at
    RE: D365 - Multiple email recipients and queues

    You can not assign a case to multiple queues.

    You can implement your requirement by creating a custom entity that is similar to queue.

    Create a N:N relationship between Case and Custom entity.

    Create a link between both entities once case created.

    If some one start working on it then remove link from other records of custom entity.

    You need plugin/workflow to achieve your task.

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