We'd like to give some our users the option to use the D365 app in Outlook to handle Cases in their queues, whether the Case came from a mailbox or from elsewhere.
Currently, we have a number of teams who use shared mailboxes with folder-level tracking to only handle cases that are appropriate for Dynamics (i.e. not internal comms). We still want to track Worked By and Resolved By for SLA purposes; the problem is that the app uses the mailbox user for everything. So if I'm resolving a Case while accessing the app from the mailbox "example1@example.com", it will mark the Case as resolved by example1@example.com instead of my personal user (Joshua Vicente).
Is there any way to use Impersonation or Delegation to get around this? Ideally in a more automated way than having the user manually set themselves as the resolver/worked by/whatever else.
Hope the above makes sense, but please ask if you need any further clarification.


Report
All responses (
Answers (