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Incoming mail not converting case

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Posted on by Community Member Microsoft Employee

Hi All,

Today issue: I have configured shared mailbox as queue in dynamic, tested mailbox is properly connected with CRM. Defined below automatic update rule. when email arrived in mailbox convert into case. But case not creating in CRM it showing permission issue in system job. Kindly needful for this issue.

Automatic update Rule

When I'm opening Initial case response workflow displaying below error and I have tired auto response also

System Job Error

Thank you

Vetrivel G

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Arshad A Shaikh on at

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RE: Incoming mail not converting case

Hello,

Thanks for sharing details.

Please verify if the queue email address is unique in Dynamics. For example you should have a record with same email address as that of queue email address.

If there are records with same email address please update email address of that records so that queue email address is unique in DYnamics.

Regards,

Arshad
Paul_Owen 2,027 on at

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RE: Incoming mail not converting case

Hi, what is the full error message? You can get it from the details section at the bottom of that WF error. Also out of curiosity, why are you not using the built in Automatic Record Creation Rules?

Regards

Paul
Community Member Microsoft Employee on at

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RE: Incoming mail not converting case

Hi

The job owner (support desk) is admin privilege and queue owner of the instance and I can able to create case dynamic itself and received acknowledge. But think is mail arrived in shared mailbox that time only making cause.

If Email:Direction equals [Incoming] AND Dialog-ConversionScenario equals [1] AND Dialog-AllowPrimaryActionBlockRecordCreation equals [1], then:

Thank you

vetrivel G
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Arshad A Shaikh on at

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RE: Incoming mail not converting case

Hello,

Thanks for reaching out to Dnamics COmmunity Support. As per teh screenshot the job onwer is "Support Desk" which would also be an owner of Queue created in Dynamics.

Please can you check the privileges of this user "Support Desk" and validate if it has correct prvivileges to create a case.

For more details : docs.microsoft.com/.../automatically-create-case-from-email

Regards,

Arshad