Hi guys, I hope somebody could help me.
We are using Dynamics 365 Customer Service. This weekend, something strange happened to our solution.
Normally, we track email from a shared postbox into our CRM. They will appear in a queue. All of a sudden, we get 2 cases from each email. One case with the email in regarding, and an empty case.
I tried to turn off the automatic case creation, and I realised that when the emails are tracked, the same email appears twice in our listed view. However, if I click on the email, and try to use the navigation arrows, it won't let me navigate. So the email is actually not duplicated, but it appears twice. Also, when I check "all email activitites", the email is only imported once.
The problem is, since the email activity appears twice in the listed view. Dynamics somehow thinks there are two emails, and creates two cases.
This is really frustrating me, I simply don't understand where this is coming from. It was working just fine before the weekend.
Any ideas?
Thank you :)
