Dynamics Community Forum Thread Details

Mail Enabled Security Groups and Automatic Email to Case Conversion Problem

This might be a Gordian Knot that can't be cut, but here goes.

My team has a mail enabled security group that is used for handling all incoming email requests for help. Our Dynamics 365 Queue will of course only work correctly with a real mailbox so we've set one up, configured it for SSS incoming and outgoing and approved it in dynamics and verified it is working and processing correctly. Emails sent directly to the "real" mailbox convert to cases without any issues.

In order to capture emails coming into the SG we added the real mailbox to the SG. Emails received from folks not in the SG come in and are tracked to dynamics just fine and are converted to activities in Dynamics 365 without issue.

However, the activities won't then convert to cases, I presume because the real mailbox that Dynamics is monitoring is not in the To or the CC field of the email when the email is received.

I have tried a workflow to add the real mailbox to the To field (Check Condition / If Email Activity Contains Data / Then Update Email / Set To: real mailbox) and then attempting Create Record Case etc., but this doesn't seem to work either.

Is this something that if daisy chained the right way through power automate or workflow triggers might be cajoled into working or is what I'm attempting impossible?
Is there a scripting/plugin way of getting this to work?

My team can't convert the mail enabled SG to a regular mailbox and doesn't want to have to tell our customers to use a new email address in order to get support so I either find a loophole to this conversion problem or we have to abandon our automation efforts entirely.

Any ideas untangle this knot are appreciated!

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