We use Dynamics Customer Service App. In a shared mailbox we get E-Mails which are automatically converted to incidents. Dynamics then moves the incident to queues according to forwarding rules. The forwarding rule also is applied when a user manually clicks on "save and forward" button on the incident form.
After applying the forwarding rule, Dynamics creates an automatic timeline post on the incident that shows that an incident was forwarded to another queue.
We can not figure out, which user Dynamics is using to post the message. Automatically created incidents through the mailbox are created by a system user, not a personal user. It seems that Dynamics is using the user who activated the forwarding rule, but we can not figure it out. See screenshot.
Any ideas?
