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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Email to Case using Re...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Email to Case using Record Creation and Update Rule

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Posted on by Keliud 315
I have a scenario were a customer contact sent us an email  to our queue, but the record creation and update rule did not create the required case from the email and i suspect this is because the email has cc'd a user that uses Dynamics 365 and is configured to track emails
 
 
The email owner was also set to /System/ and the regarding part was blank, I am not sure why this is happening. 
 
But the Customer contact owner owner was set to our D365 user.
 
 
 
Any ideas
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  • Suggested answer
    RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Hi,
     
    Our team has tried to reproduce your actions, including but not limited to setting up the Mailbox, setting up Dynamics 365 Email tracking, and sending test emails but have not reproduced your error.

     
    Our team has analyzed your issue, and in conjunction with Microsoft's official documentation, we have speculated the following possibilities.
    Your email is a response to a Dynamics 365 tracked email, according to the official Microsoft documentation if the incoming email is a response to a tracked email associated with a case, a new case will not be created.
    For more details, please refer to the documentation at the link below.
    Incoming email isn't converted to a case - Dynamics 365 Customer Service | Microsoft Learn
    In addition, if the above documented solution does not resolve your issue, you can use the following link to seek support from Microsoft.
    https://admin.powerplatform.microsoft.com/support
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang
     
  • Suggested answer
    Ian_P Profile Picture
    Ian_P 68 on at
    We recently had exactly the same issue.
     
    We have a Team that all the queue members also belong to so we changed the ARC Power Automate Case creation step to set the Owner to a fixed Owner of /teams/GUID of the Team instead of the default setting to create the Case with the same Owner as the email record.
     
    That has solved the issue for us.

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