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Cases isn't create from email - Dynamics 365 Customer Service + Exchange Online

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Posted on by zhogov

Hi,

We have Dynamics 365 2021 release wave 2.

We have set up a queue to receive e-mail messages from a shared mailbox. We checked it-it works.

Next, we have configured the rules for automatic creation and updating of records, which should create cases from the mail.
As soon as we bind the rule to the queue, messages stop coming to the queue, and cases are not created.
Please help me solve this problem.

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zhogov 5 on at

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RE: Cases isn't create from email - Dynamics 365 Customer Service + Exchange Online

The thread does not respond to the trigger.

It starts working only if you remove the import sequence number line from the Select columns field.

If you remove the import sequence number, then the flow begins to respond to emails several times and create requests.
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Community Member Microsoft Employee on at

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RE: Cases isn't create from email - Dynamics 365 Customer Service + Exchange Online

Hi,

Whether to test here, this can get further error information:

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Frank Gong