Case Creation rule in Shared mailbox queue

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Posted on by MsJbJames

We orginally had a problem where we tried to create a case creation rule using a queue with a distribution list email, but of course that didnt work.

We instead created a shared mailbox and set a rule where if an email is from the distribution list, it is forwarded to the shared mailbox in Outlook.

When someone sends an email using the shared mailbox it creates the case in CRM. However when someone emails the distribution list, it doesnt create a case even though it appears in the shared mailbox’s inbox. What can be done to make sure anything in the mailbox creates a case?