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We created a queue and an automated record creation rule for cases which are sent to the email address of the queue. In the process, the original email is removed right away from the queue (we set the queue item to inactive).
To this we created a routing rule which adds the new cases to the queue.
Procedure:
1) Case is being worked on
2) Email reply is sent to the customer (sender is the queue of the case creation rule)
3) Customer replies to the email from point 2
Problem:
The reply from the customer is imported to CRM, but the email is immediately added and removed from the queue (queue item is created and immediately set to inactive). There is no immediate way for the case worker to see the new E-Mail.
We don't want a new case to be created per reply. But we need to know somehow that an answer was received. We actually thought that the email would be added to the queue which it doesn't. (A workaround we found was to create a separate workflow which sets the status reason of the case to "Open" - but that's not a really good solution).
Do you know what's MS best practice so the case worker recognizes that the customer replied?
We use MS Dynamics 365 Version 1612 (8.2.2.112) on-premise.
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