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Automatic Case Creation Rules

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Posted on by Community Member Microsoft Employee

We're having a problem getting automatic case creation working. The scenario is as follows:

We have a queue that is linked to our service desk email address, which is an Exchange Online hosted account in the same tenant as Dynamics 365. Emails sent to the service desk account appear in the service desk queue in Dynamics 365 correctly.

However, if we add an automatic record creation and update rule to the queue emails no longer appear in the queue and we don't get cases created automatically either. We're obviously missing something here but would appreciate some pointers as to what we are doing wrong.

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Community Member Microsoft Employee on at

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RE: Automatic Case Creation Rules

A brief update. If I select one of the cases in the service desk queue can no longer use the "convert to case" option (the option isn't present), so I'm assuming that it has been converted to a case by the automatic rule but I can't see where it is.