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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Email activities and c...
Service | Customer Service, Contact Center, Fie...
Suggested answer

Email activities and cases are duplicated.

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Posted on by Thorsortevik 15

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 :)

  • Suggested answer
    Thorsortevik Profile Picture
    Thorsortevik 15 on at
    RE: Email activities and cases are duplicated.

    Hello,

    I got it working yesterday. I changed the owning user of the service queue to a different user and now it works.

    I still cannot understand why this was suddenly an issue during the weekend, without us changing anything.

    The user who was owning the service queue, had the service queue as "Default queue" as well, so I think that was why two queue items was created, and then also two cases.

    Thank you for the answers, some of them was already checked.  

  • Terrance Morgan Profile Picture
    Terrance Morgan 515 on at
    RE: Email activities and cases are duplicated.

    Issue 1: Server-side synchronization synchronizes the emails from a mailbox to a dynamics CRM. When you delete a case, the corresponding email activities get deleted too. So when synchronization happens, the emails are pushed back to CRM from the mailbox. In order to prevent this, do not delete the case or email from CRM.

    Issue 2: Case should not get created from any other mailbox (except mailbox which has been configured for automatic record creation - support@company.com)

    Out-of-box record creation rules are too basic for setting up an email-to-case support process (as there is much more than simply creating a case record).

  • kojisaiki Profile Picture
    kojisaiki on at
    RE: Email activities and cases are duplicated.

    Could you please check below points?

    - Is there any other queues that have same email address?

    - Does the email that creates 2 cases have same recipient email address in CC or BCC?

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