Auto Case Creation from Email for Dynamics CRM Online

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Posted on by Rutul Chauhan

Hello Team,

I have configured Gmail for email synchronization with Dynamics CRM Online. Outgoing and Incoming test are successful. I am able to send email from CRM directly.

Now i want to setup auto case creation from incoming mail on specific email id of gmail the same i have configured.

I have also created "Automatic Case creation" rule for one queue and activate it. but when i received any email on that email id, case is not getting created for incoming mail.

Please suggest how incoming mail of gmail can be received in dynamics crm

Thanks

Rutul

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flavia.takushi on at

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Hi Rutul,

Try to remove the selection of condition: "Create records for emails from unknown senders" and perform new tests.

If the cases are created successfully, then it means that the senders weren`t unknown, for example, they are accounts, contacts, etc.

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Rutul Chauhan 2 on at

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Hi Flavia Takushi,

I have also tried the same. But it couldn't work.

Case is not getting created. Let me know if anything needs to be done in this issue

Thanks

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flavia.takushi on at

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Hi Rutul,

When you create a Automatic Creation Rule, a workflow is also created with the same name. So it would be interesting to check system jobs through advanced find to verify if there is a failure and details about the issue.

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Rutul Chauhan 2 on at

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Hi Flavia Takushi,

I have also checked the same. But found nothing. Let me know, is there anything needs to be done while configuring gmail with CRM. I think there is some issue in incoming email.

Regards,

Rutul

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Community Member on at

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I am having the same issue.

Try to remove the auto creation rule and check if the e-mails comes to the queue.

I am still working to identify why if We create a autocreation rule the e-mails stops coming to the queue.

The problem occurs also for Office365 mailboxes.

Regrads,

Charles Bauer

www.dinamio.com.br

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Community Member on at

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I have found my problem.

When the e-mail comes from Gmail and it hits an auto creation rule, it does not stay in the queue.

The flow is:

1 - I have created a queue that has a gmail mailbox configured.

2 - If no autocreating rules existes, the e-mails are catched from gmail and stays in the queue.

3 - If there is an autocreating rule, the e-mails are catched from gmail but does not appears in the queue.

Here is my gmail configuration:

mailbox:

Gmail server profile:

And at you gmail account security configuration at google you should enable login from Apps with low level security. Otherwise google blocks the login.

Regards,

Charles Bauer

www.dinamio.com.br

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Community Member on at

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We can use "advaced search" (right to search box) to find system jobs (autocreation rules) that are getting errors. I have some autocreation rules that was failling because of the size of the fields that were too small.

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