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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Incoming email isn't c...
Service | Customer Service, Contact Center, Fie...
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Incoming email isn't converted to a case from alias email dynamics 365

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Posted on by ecrevisse
 
Hi Team, 
The primary email address (help@mydomain.com) has several aliases, across different domains. When sending email to the alias, an issue should be created. However, the issue is not created. The created issue creation rule is assigned to the primary email address (help@mydomain.com). Where could the problem lie?
 
 
Edit: Dynamics 365 doesn't see e-mail from alias ;/ 
Categories:
Dynamics 365 Customer Service
I have the same question (0)
  • DennisvanHelvertVHDA Profile Picture
    DennisvanHelvertVHDA 24 on at
    Incoming email isn't converted to a case from alias email dynamics 365
    Ok, we need to start from the beginning.
     
    So, if in understand you correctly.
    1. You have setup a queue for a general mailbox (like support-at-mycompany.com).
    2. You enabled record creation rules for this mailbox
    3. Mails directly send to this mailbox are visible in dynamics and processed by the record creation rules
    4. however, mails send to an alias connected to this mailaddress are not visible in dynamics, thus also not processed by the record creation rule?
    4.a. are those email visible in the assigned mailbox (like support-at-mycompany.com)?
     
  • LT-19090824-0 Profile Picture
    LT-19090824-0 8 on at
    Incoming email isn't converted to a case from alias email dynamics 365
    Hi
     
    I think you need to create a Queue for each of the e-mail alias you have and activate these. Then you can add these queues to your case creation rules. Did you try this already?
     
     

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