I am facing an issue in Dynamics 365.
Let's say I have 2 queues - Queue1 & Queue2 and have enabled case creation rule on both the queues. Initially, the customer sent an email to Queue1 and converted it into case, and I want to forward this email to Queue2.
When I forward email FROM Queue1 TO Queue2, it comes back as 'incoming' email to Dynamics through Queue2, but again gets linked to the same old case present in Queue1. I want that, it should create a new case in Queue2.
I tried a pre-create plugin also to clear regardingobject in an incoming email if the sender is a Dynamics queue and as per traces, code is clearing regardingobectid as well. However, it still gets linked to the same ticket somehow.
Is there anyone who faced the same issue and got a workaround.
Plugin code snippet - registered on Email Pre-create sync.
#region Empty Regarding for Queue sender
TargetEntity = (Entity)PluginContext.InputParameters["Target"];
var sender = TargetEntity["sender"].ToString().ToLowerInvariant();
EntityCollection senderQueue = GetQueue(sender);
if (senderQueue?.Entities != null && senderQueue.Entities.Count != 0)
{
TracingService.Trace("sender is a queue");
TracingService.Trace("updating : TargetEntity['regardingobjectid'] = null to platform");
TargetEntity["regardingobjectid"] = null;
}
