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I have a strange issue that is unique and I have yet to find a solution.
Current Setup:
We have an "Automatic Record Creation" rule setup on our support@company.com mailbox to automatically create cases for emails sent to this address. We also have this email address forwarding to our technician's mailboxes so that they can easily see support emails on their smartphones.
Issue #1:
We were having cases being created from old emails when the case was deleted. What I have learned is that if the case is deleted, Dynamics will scan the mailbox and create cases from emails that still remained in the mailbox. In order to prevent this, we have started cancelling cases instead of deleting them. Please let me know if this assumption is correct.
Issue #2:
In order to allow my users to use the new Dynamics 365 app in Outlook, I needed to enable server-side synchronization for all users. Being that my technicians have emails sent to support@company.com in their inbox, it appears that these emails are being made into cases as well. That's the only things that would make sense as I have cases being auto created from emails that are not even in the support@company.com mailbox. If this is true, how do I set Dynamics so that it only monitors the support@company.com mailbox and not the other mailboxes for case creation?
I believe these issues will go away in time since I have started cancelling cases instead of deleting them. However we have been deleting cases for some time, so it may take a while for it all to get settled. I even edited my Email Server Profile to only process emails from 6/19/2017 and on, but I am still getting cases from emails dated 6/12/2017. If there is a better way to have my system configured, I'm all ears.
Thanks!
Ryan
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Issue 1: Server side synchronization synchronizes the emails from mailbox to dynamics crm. When you delete a case, the corresponding email activities get deleted too. So when synchronization happes, the emails are pushed back to CRM from mailbox. In-order to prevent this, do not delete the case or email from CRM.
Issue 2: Case should not get created from any other mailbox (except mailbox which has been configured for automatic record creation - support@company.com)
Out-of-box record creation rules are too basic for setting up email-to-case support process (as there is much more than simply creating a case record). If you are looking for a comprehensive solution for setting up email-to-case automation then check out Zap Helpdesk - Email to Case App too.
https://zapobjects.com/apps/zap-helpdesk/
Regards,
Sumeet
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