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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Can´t create case auto...
Microsoft Dynamics CRM (Archived)

Can´t create case automatically with CRM 2015 Online Trial

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Posted on by Community Member

Hi everyone,

I have many questions about automatic case creation in CRM 2015 Online. Recently, i installed the Outlook complement because i wish to track incoming mail. I had read many posts and documentation. My conclusion is that i have problem with de synchronization between CRM Online Trial and Outlook complement. I suppose that the first step is configure to email router, but really i don´t know what is the best and correctly way.

So, i want to create a case automatically when i receive an email in my queue from CRM, and the configurations not support that.

Please i need your help.

Regards and thanks.

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  • Verified answer
    Drew Poggemann Profile Picture
    Drew Poggemann 4 on at

    Hi Franco,

    With CRM Online 2015 you should not utilize an email router configuration.  It is recommended to utilize server side synchronization with CRM 2015.  

    Step 1:  Configure server side synchronization

    technet.microsoft.com/.../dn832109.aspx

    This includes making sure you have the email boxes assigned, enabled and validated as well (steps in the link).

    Step 2:  Setup a queue in CRM that will be tied to a specific email address for your Office365 domain.  The email address is important here as this is not done then the automatic case creation will not work.

    www.microsoft.com/.../create-or-edit-a-queue.aspx

    Step 3:  Now you are ready to setup the automatic case creation in Dynamics CRM 2015.  

    www.microsoft.com/.../automatically-create-a-case-from-an-email.aspx

    This may already even exist in your trial, just in draft mode...  You need to create this rule with:

      a.  Email - Source Type

      b.  Queue - Set to the queue you created in step 2

    There are additional conditions here that you need to know if you want to create the case.  To start I would leave all checkboxes "unchecked" to leave as open as possible and then tighten down if needed to control the creation based on the respective rules.

    Hope this helps.

    Thanks.

  • Community Member Profile Picture
    Community Member on at

    Hi Drew,

    I resolved the issue creating a new Email Server Profile as "Exchange Profile", and then adding a mailbox that existed previously referent to a queue in particular.

    The problem was that i was using an Email Server Profile by default, where the owner is "System".

    So, thanks a lot for you answer.

    Regards.

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