Email to Case conversion

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I've registered a plugin under pre-operation synchronous mode to update the following fields of email activity:

To
From
Cc

Now there is a rule assigned to an exchange account stating that all inbound emails should be converted into a case. So according to the rule all the emails are getting converted into case. But the 'Contact' field in the case form is not displaying the data which was updated in the Form field of email activity.

I suppose the From field in email activity will be set with the Contact in Case form. Am i assuming wrong ? If not could any throw me some suggestion as to what is going wrong ?
Also, i would like to know whether the plugin (synchronous mode) is executed after all the rules in CRM side is executed (in this case email to case conversion rule) ?

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Emre GULCAN 2,379 on at

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Hi Chayan,

Probably this not related with your question but did you check your email settings? Maybe CRM can not recognize your senders (from).

Please check this SETTINGS> ADMINISTRATION > SYSTEM SETTINGS > EMAIL > ALLOW MESSAGES WITH UNRESOLVED EMAIL RECIPIENTS TO BE SENT

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ashlega 34,477 on at

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Hi Chayan,

#2 - I'm pretty sure pre-operation "oncreate" plugin will run first

I'm guessing you are just modifying Target attributes in that plugin, right? You are not calling service.Update(..) etc

Further to what Emre is asking.. how does the email look like as a result? Do you see correct CRM records in each of those fields?

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Community Member on at

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Yes. I am 'NOT' calling service.Update(..) method from the plugin.

Secondly, yes the records in email activity are the updated ones. I guess there is some glitch in the workflow associated with that particular exchange account for email to case conversion.

Thanks alex.

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Community Member on at

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The option "ALLOW MESSAGES WITH UNRESOLVED EMAIL RECIPIENTS TO BE SENT" is disabled. Will look into the scenario after enabling it and let you know about it.

Thanks Emre.

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Emre GULCAN 2,379 on at

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One more question, what is your purpose for updating "to", "from", "cc" fields? Can you share your code? I'm not sure but if you change "from" activity party inside plugin you lost your "customer" information.

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Community Member on at

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Well you see, we are moving a bunch of historical emails to crm via automation. The information of the original email is appended in the mail body. Once it reaches CRM the plugin will parse the email body content and will update the fields accordingly.

And yes, the fields are getting updated. I have already published my code in response to a previous question. Follow this link : community.dynamics.com/.../236206

I've answered my own question in the link above xD

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Emre GULCAN 2,379 on at

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Hi Chayan,

Your code seems right, but I found something in forum / net, maybe it's related about your problem, can you check it.

community.dynamics.com/.../194692

"The current design of Automatic Record Creation Rules will not resolve the sender of an Email if it only exists as a User in CRM. It must also exist as a Contact or Account and can be created as a Contact automatically when received..."

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Community Member on at

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Hi Emre !!

I found the solution to my concern which was: " the 'Contact' field in the case form is not displaying the data which was updated in the Form field of email activity. "

See, from the two available choices, from & sender (which are different), we can set which one will be displayed as the value for the contact filed in Case Form.

In my case, Sender was set, so even if the plugin was able to update the from field in Email Activity, that didn't matter because Sender value was set to be displayed in Contact field in Case Form.

And as for your suggestion, you are absolutely right. Dynamics will be able to resolve the sender of an Email if it exist as contact. Since the sender of all of my emails is already present as Contact, CRM is able to resolve it.

Thanks mate :D

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