Cases are not created automatically from a queue

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Posted on by Karina Geldstein

Hello everybody,

I'm new with configuration of Services, but I followed all the paths and suggestions I saw in your forums and I have configured the queue correctly, I can see activities coming to the dynamics but cases are not created.

This is the configuration of my queue

This is the creation rule

And I specify that if the email is not coming from a specific email address (which is for alerts) I should create a case

But up to now, I can see emails in my shared mailbox that are followed to the Dynamics 365

If I go to Dynamics, and search for activities I can see all the activities coming from the queue but without the reference to a case, so nobody can see them as activities

And our queue is always empty.

What did I wrong?

Can anybody help?

Regards, Karina

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Carlo Velasco 787 on at

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Hi this has to be troubleshooted.

First, are the emails received to that queue are being created as activities on Dynamics?

Second you need to look to your system jobs for the "Crear Casos Generales" workflow operation, this means that every time the activity record is created on that queue, one workflow will be triggered to create the case.

It is possible that this workflow may be failling for several reasons, for example there could be a custom plugin that fails, my recomendation is to look for this workflows and check if they are failing.

Kind regards

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Karina Geldstein 30 on at

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Thank you Carlo, I was checking the systems jobs and the job "Crear Casos Generales" only triggers when I enable the mailbox, when each of the emails arrives to Dynamics, it is not triggered. I don't know why.

I don't know if I mentioned before, but I'm using Dynamics 365 for this. Any suggestions?

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Karina Geldstein 30 on at

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I found something, I sent a test email to the shared mailbox

Email was followed to Dynamics 365

If I enter to the activities I can see it there but no reference

If I checked the system jobs, no creation trigger was there, but if I forced the activity to go to the queue I made, then the creation trigger was launched.

It has an error, but at least it was triggered. Now, I don't know why the creation rule is not triggered, it seems like the activity never entered the queue.

I do have in options the configuration to follow the items to Dynamics, and also the creation of contacts. I think it might make some trouble there.

How do I have to configure this?

Regards

Karina

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dian74 2,477 Most Valuable Professional on at

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Hi Karina,

I have written an article about this: https://d365goddess.com/dynamics-365-customer-service-setup-mailbox-for-automatic-case-creation/ can you walk through your configuration and confirm your setup is the same?

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Karina Geldstein 30 on at

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Thank you Dian, yes I did this steps and it seems everything well set.

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Karina Geldstein 30 on at

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Hello evebody:

Sometimes the problems are something that you see and give them for granted.

I found one of my problems: In this article docs.microsoft.com/.../troubleshoot-case-email-issue it said: "Step 6: Ensure that the queue email address is in the To or Cc fields of incoming mails. Emails sent with the queue address in the Bcc field will not be processed."

That is one of my problems. I was using a shared mailbox but emails are not coming with CC or To because they came from a distribution list I used before. So queue mail was not in the To or CC addresses.

Second problem, when the email arrives with the correct address, the rule is triggered and now it works ok, but case is created in my personal queue, not in the support queue.

Any ideas?

Regards,

Karina

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dian74 2,477 Most Valuable Professional on at

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Make sure the case entity doesn't have the box checked that says "Automatically move records to the owners' default queue when a record is created or assigned"

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Karina Geldstein 30 on at

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Thanks Dian! I have it checked, never knew there was that configuration on cases.

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dian74 2,477 Most Valuable Professional on at

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You're welcome! That should fix it!

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