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4Hi there,
we have D365 case management rules for a generic email address, it creates cases and assigns the owner as the team to monitor. This has been in place and seemingly working fine, however it has been noted that emails sent to this address that already have a regarding will not create a case, with the reason of 'an existing entity is already connected with this record'. We are a housing provider so the email could be linked to the account, property, etc so these records will be active. I was contemplating changing the case creation workflow to clear the regarding unless its already a case but there must be a better way? the team were really happy to move away from monitoring an inbox and getting them in D365. Thanks for any suggestions.
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