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Email from linked mailbox was not transferred to case (Email to Case process)

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Posted on by MichaelFo96

Hello all,
I currently have the following problem and need your input:

We have several shared mailboxes linked to our CRM and an Email to Case process / Power Automate flow behind it. Every incoming email into one of the mailboxes is read by the CRM and either assigned to an existing case if the CRM token is in the subject or a new case is created.

We have received an email in one of the shared mailboxes which is also available in the CRM as an email but has not been assigned to a case by the email to case process. In the corresponding Power Automate Flow no case is visible at the time of the email receipt. Also no process that resulted in an error.

Can anyone of you explain why an email arrives in a connected mailbox but is not captured by the Email to Case process?

Many greetings and thanks in advance.

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MichaelFo96 77 on at

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Email from linked mailbox was not transferred to case (Email to Case process)

Hello RudyZhang,

thank you very much for testing.

Please find below our Power Automate steps:

Value Set Contact = concat('contacts(', triggerOutputs()?['body/_emailsender_value'], ')')

Value Set Account as Customer = if(equals(outputs('Retrieve_sender_contact')?['body/_parentcustomerid_value@Microsoft.Dynamics.CRM.lookuplogicalname'],'account'),concat('accounts(',outputs('Retrieve_sender_contact')?['body/_parentcustomerid_value'],')'),outputs('Retrieve_sender_contact')?['body/@odata.id'])

Value Set parent customer of sender as customer = concat('accounts(',triggerOutputs()?['body/_emailsender_value'], ')')

Customer (Accounts) =  if(startsWith(variables('Customer from email sender'),'accounts'),variables('Customer from email sender'),string(''))

Customer (Contacts) =  if(contains(variables('Customer from email sender'),'contacts'),variables('Customer from email sender'),string(''))

Primary Contact (Contacts) =  if(contains(variables('Customer from email sender'),triggerOutputs()?['body/_emailsender_value']),string(''),concat('contacts(',triggerOutputs()?['body/_emailsender_value'], ')'))
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RudyZhang Microsoft Employee on at

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Email from linked mailbox was not transferred to case (Email to Case process)

Hi，

Based on your description, our team has tried to reproduce your actions, including but not limited to creating a shared mailbox, creating a queue, adding a shared mail, sending a test email, and so on, but in the end, we were unable to reproduce your error.

Since your mailbox is receiving emails but no cases are being created, it is possible that there is an error in one of your Power Automate steps that is not creating cases based on the emails.

So, could you please show us the exact steps of your power automate that you use to convert emails into cases? This will help us to quickly pinpoint your problem.

If you don't think the problem is with power automate, you can refer to the official documentation below, which lists some common reasons why emails are not converted to cases.
Incoming email isn't converted to a case - Dynamics 365 Customer Service | Microsoft Learn

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang