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Hi,
When i have a contact stored in dynamics and i recieve an email and add it to case i was expecting the addon to auto populate the case title from email subject, contact from email address and then account.
If there anyway this can be done in the addon or workflow rule cutomization.
Hi partner,
It is possible by OOB function.
You could use "Automatic record creation and update rules".
1.Go to Settings->Service Management->Automatic Record Creation And Update Rules.
2.Create a new record, set Monitored activity type to "email", save and create new details.
Set the conditions when to create case, and then add an action to create new case, you could configure default values for fields in case from email.
Save and Activate.
Here are some blogs for more details.
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records
https://carldesouza.com/dynamics-365-record-creation-update-rules-email-case/
https://crmbook.powerobjects.com/basics/service-management-overview/cases/automatic-case-creation/
https://d365goddess.com/dynamics-365-customer-service-setup-mailbox-for-automatic-case-creation/
Best Regards,
Leo
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