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Hi
i have configuration cases ( email to case ) and make workflow to case post to customer but
i need if customer repay from email to case it appear in cases same his case
You may want to check the record creation and update rule (if any). Settings > Service Management > Automatic Record creation and Update rules.
In the rule check the setting "Specify condition for record creation"
Also...
If the email is created and sent from the Case record it will auto add the regarding as the Case record.
Hi there,
I agreed with CJustin.
I would have a New Record Creation and Update Rule (in Settings> Service Management> Automatic Record creation and Update Rules) to once a customer send an email to a email/ queue (configured in Dynamics first) soon as the email is received a casein created and let dynamics sent an email to customer like a confirmation, if the customer replies that the email message will already track the email using regarding field .
Yes.
Please refer the Documentation for more details.
Automatically create a case from an email
docs.microsoft.com/.../automatically-create-case-from-email
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