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Case creation from forwarded email is not working in dynamics 365

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Posted on by Pradip Raj

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Hi,

Email from Orders@mail.com forwarded to support@onmicrosoft.com shared mailbox in CRM. We are receiving emails in support mailbox and it is tracking an emails to dynamics 365.

It is also creating email activities and contacts if unknown sender but CASE is not created for those emails which are forwarded from Orders@mail.com to support@onmicrosoft.com.

When we directly send email to support@onmicrosoft.com as a customer, then it is working fine - creating case item in dynamics 365.

If you share your thoughts on this then it would be great.

Thanks

Pradip

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Hi Pradip,

Through my test in my environment, I can create case automatically by forwarding email.

email:

case has created and added to the support queue:

As you mentioned above, you forward emails to the support mailbox by using forward mailbox email address(In your example is Orders@mail.com), it means that the ‘from’ of the email is it.

So you can firstly use it to send an email directly not forward email to the support mailbox to check case can create or not automatically? It can check the error is because the forward email account or not?

Then you can go settings > Service Management to check rule condition of the ‘Automatic record Creation and Update Rules’.

Lastly, you can go settings > System Jobs to check which step you fail.

Regards,

Leah Ju

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Pradip Raj 327 on at

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Hi Leah Ju,

Thank you for your response.

Microsoft has confirmed that this behavior, as of now, is by-design from exchange online as because when an email is forwarded to your support mailbox from your forward mailbox orders@xxx.com using auto-forwarding rule, the queue mailbox will be put in BCC, which CRM system cannot consider as queue items. Therefore, the cases cannot be created even though it is still tracked to Dynamics CRM system.

I don't know I explained the scenario before correctly or not. But the process that we are following are as below :

Client has setup auto email forwarding for "orders@xxx.com" to "support@xx.onmicrosoft.com" shared mailbox. So that we are receiving emails in support@xx.onmicrosoft.com shared mailbox that customers sending to orders@xxx.com.

All working fine if we receive emails directly on support mailbox.

I hope this will help you to understand the issue.

Note: Currently there are no workarounds to deal with as this is confirmed to be expected behavior regarding how the system works in CRM environment.

Thanks

Pradip

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Thank you for sharing!

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