Unable to create automatic cases from Emails

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Posted on by Mohd Tahir

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I have been struggling a lot while trying to achieve this. I followed this tutorial crmbook.powerobjects.com/.../automatic-case-creation , but still no success. I created a queue and assigned incoming email id (which is of gmail), and then assigned this queue to one create and update rule. But still I don't know where I am going wrong. The cases aren't getting created yet. Any suggestions for troubleshooting or resolving this are most welcomed. I also configured a Gmail server to use ( as Exchange online won't work in this case). Any help would be much appreciated. I wish if I could debug and notice the errors happening in the background/

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ThomasN 3,190 on at

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Hi Mohd, thanks for reaching out.

When you look at the mailbox for this email address, what do the notifications say? Are they showing tested and successful?

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Nithya Gopinath 17,078 on at

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Hi Mohd Tahir,

Please refer the following thread.

community.dynamics.com/.../185972

Hope the answer suggested here helps you to solve your issue.

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Mohd Tahir 676 on at

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First when I open all the mailboxes, I see this error "Email can't be processed for some users and queues by the Email Router or server-side synchronization until their primary email addresses are approved."

Then when I go to the mailbox assigned to the incoming emails of the queue in the email settings tab, I see this alert "The email configuration test for your mailbox AutoCaseQueue was completed successfully for incoming email."

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Nadeeja Bomiriya 6,804 on at

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Hi Mohd,

When I configure multiple settings, I usually perform one testable configuration at a time.

For example, I would first make sure the mailbox is configured correctly and incoming emails are hitting CRM before configuring any Case Creation rules. When testing, check the mailbox's Alerts to make sure there are no errors. Use advanced find to look at Email Message entity to see if any incoming email messages got created. Once you are satisfied that emails can be received by CRM, then I would start working on the Auto Create Creation rules.

Cheers,

Nadeeja

If the answer solves your problem, please mark as Verified. Thanks.

My Blog: http://dyn365apps.com/ - Follow me on Twitter: https://twitter.com/dyn365apps

LinkedIn: https://www.linkedin.com/in/nadeeja

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PS 23,577 on at

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Go to your queue's mailbox and click on approve and then test and enable mailbox.

Once that's done, check if you have applied any rules for case creation in your automatic creation records. Apart from that I can't see any problem if you have followed the blog you mentioned, it should work. If still doesn't works please contact Microsoft support

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Mohd Tahir 676 on at

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Hi @Nadeeja thanks for replying. I have few queries if you could clarify them:

1. One concern where do I find this advance find feature? Do remember I am using CRM Dynamics 365 online version.

2. Also I wanna share another fact the mailbox used for this queue, uses my own gmail Id. So do I need to configure something in my gmail Id to let the incoming emails to my ID get routed to the mailbox in crm dynamics as well ?

3. There are Forward and individual mailboxes. Is that as well a matter of fact here? I am using individual mailbox as of now which gets assigned to a queue.

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Mohd Tahir 676 on at

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I sorted out the issue. The problem wasn't with Dynamics. I had configured POP in server configuration for incoming emails (Gmail). But I didn't enable POP forwarding of emails within my gmail account. Once I enabled it there, dynamics started receiving incoming emails from my gmail account and corresponding cases were created.

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Nadeeja Bomiriya 6,804 on at

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Hi Mohd,

Great to hear. If any of the suggested answers help you resolve the issue, please mark them as verified. This will help another person in future.

Cheers,

Nadeeja

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