Case generation from E-Mails

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Posted on by Andreas Fromm

Hi everyone,

my company uses MS Dynamics CRM 2016 in our customer service department for a while now, but there's an issue we haven't figured out a workaround yet.

We have several KeyAccounts which all use different inboxes. The case creation through the CRM works perfectly fine for these accounts until an e-mail arrives from an e-mail account of a registered CRM user.
We only manage KeyAccount accounts through the CRM but not or internal, personalized accounts. So all mail accounts for CRM users are disabled.

How do we get the CRM to create cases from e-mails if they have been sent to one of the inboxes by a registered CRM user?

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Andreas Fromm 15 on at

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RE: Case generation from E-Mails

The problem is that these e-mails don't even reach the CRM.

If - let's say - "User A" sends/forwards an e-mail from their personal account "userA@company.xyz" to "client@company.xyz".

Unlike any other e-mail (including non CRM-users with @company.xyz) the mails from User A won't get synced into the CRM.

I'd assume that every e-mail that is received by the client inbox should be synced. But the mails from users don't.
Naveen Ganeshe 3,393 User Group Leader on at

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RE: Case generation from E-Mails

Hello Andreas,

I think you can put a condition for an email address to check the domain name for registered users like "emailaddress contain "xyz.com".