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ReportHi,
here's the setup.
Dynamics 365, case management with auto creation of cases, and reopen cases when a new mail comes in.
Internal people also have the outlook app (so syncing of inbox case related mails is enabled (is lowest option)).
- When a case is resolved, a mail is send to inform the person of the case solution.
- This comes into this persons mailbox
- This get tracked to CRM (because it's a case related mail)
- Case get reopend and mail attached...
How can we block this? The last mail should not reopen the case. We have an option not to send the resolve email, what we select when we reclose the case, because otherwise we would stay in a loop.
Ideally it would be nice to have an option to setup outlook app, without the need to sync inbox, but until then...any other possible solutions?
Rgds
Benny
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