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Dynamics 365 Community / Forums / Microsoft Dynamics 365 | Integration, Dataverse... / Case creation from for...
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Case creation from forwarded email is not working in dynamics 365

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Posted on by Pradip Raj 323

Hi,

Email from Orders@mail.com forwarded to support@onmicrosoft.com shared mailbox in CRM. We are receiving emails in support mailbox and it is tracking an emails to dynamics 365.

It is also creating email activities and contacts also created if unknown sender but CASE is not created for those emails which are forwarded from Orders@mail.com to support@onmicrosoft.com.

When we directly send email to support@onmicrosoft.com as a customer, then it is working fine - creating case item in dynamics 365. 

If you share your thoughts on this then it would be great.

Thanks

Pradip

  • Suggested answer
    Pradip Raj Profile Picture
    Pradip Raj 323 on at
    RE: Case creation from forwarded email is not working in dynamics 365

    Please check my comment on the below article :

    community.dynamics.com/.../case-creation-from-forwarded-email-is-not-working-in-dynamics-365

  • Pradip Raj Profile Picture
    Pradip Raj 323 on at
    RE: Case creation from forwarded email is not working in dynamics 365

    Sure Soumen,

    Pease see the below screenshot: 

    pastedimage1608179799434v1.png

    This is working fine when we send email directly to support shared mailbox. But same logic not working- not creating cases when we receive an emails from forwarded email address.

    Customers send email to - order@test.com --Forwarded to --> support@zcb.onmicrosoft.com. - Tracking in Dynamics 365- creating email activities- creating contacts if not exists but not creating cases.

    Customers send an email to --> support@zcb.onmicrosoft.com. -- All working fine.

    Thanks

    Pradip

  • Soumen S Profile Picture
    Soumen S on at
    RE: Case creation from forwarded email is not working in dynamics 365

    Hi,

    Can you share the case creation rule condition details or screenshot please 

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