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One of our customer is having an issue with converting emails to cases. Some emails have not converted to a case when sent to a shared mailbox set up with Queue configuration.
The Business scenario:
1. Email composed and set regarded to a CRM Project or Opportunity by a business employee
2. Email is sent to the Technical service department shared mailbox which is also set up as a Queue
3. Email is received within the mailbox but a case is not auto-created despite the auto-conversion rule is enabled
should the email convert to the case or because the email has already been set regarded earlier in the process CRM will not create a case?
Hi Eatsam，
You can refer following link to know details about converting email to case:
https://d365goddess.com/dynamics-365-customer-service-setup-mailbox-for-automatic-case-creation/
https://carldesouza.com/dynamics-365-record-creation-update-rules-email-case/
The following can help you find issue that email not converted to case and resolve it:
https://docs.microsoft.com/en-us/dynamics365/customer-service/troubleshoot-case-email-issue
Regards,
Leah Ju
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