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We want to start bringing in emails from an existing Outlook email box and create cases. However, in the past when we have done this on other email inboxes it brings in every single email. We only want to bring in new emails from the time we turn on the process.
Hi Tina,
When using server side sync to get emails in to Dynamics... you can set the "Process Emails From:" date in the email server profile as shown in screenshot below:
Only emails greater than this date will sync to dynamics...
Assuming this is a Shared mailbox so you won't be using folder level tracking, you would be better off creating a sub folder(s) for the existing emails, moving them, and then as part of the email to case rules have it move the processed emails once the case has been created.
I've had to do this a few times, it keeps the mailbox tidy as you know what email has created a record in Dynamics and what has not (as in if the email is still in the Inbox, the case has not created). You can configure the final step for moving the email using the Outlook connector "Move email V2" in Flow.
Good luck!
Hi Amit,
The reason I want to only track new emails in the inbox is that we have already worked the previous emails in the inbox, and I don't want to confuse the team now that we are bringing their emails into CRM. I thought about moving the items in the Inbox into a new folder, so we will look into that. The other thought we had was to mark all of the emails in the inbox as "Tracked to Dynamics" but I'm not sure if the process will ignore them and only grab the newly received emails.
Hello Tina,
From the question I guess you are already using the folder level tracking. But you can configure the folder level tracking for a specific folder rather than the whole mailbox.
That means if you want to create a case then just drop that particular email from main folder to the newly created folder and it will be tracked and create a case.
This will be a better solution without any new customizations.
Thank you,
Amit Katariya
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