Automatic case creation fails

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Posted on by Thorsortevik

Hello,

We have a shared postbox that imports emails from our customers to CRM. This is working fine as long as the email is sent to our adress. However, sometimes the shared postbox is on CC, and then a case will not be created. Causing us to lose control of that email. I know that CC is part of the activity party entity, but when creating a case creation rule, there is no option to use the activity party entity.

How can we include this in our case creation rule?

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Thorsortevik 15 on at

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RE: Automatic case creation fails

Hi,

Thank you for your reply. I also found that post and it seems to be the only solution for the moment.

I would recommend to add a few conditions to that:

1. Email-direction = ingoing

2. Regarding = does not contain data. To avoid duplicates.

Have a nice day :)

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Harish M on at

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RE: Automatic case creation fails

Hello,

Please refer this

community.dynamics.com/.../email-to-case-when-people-are-marked-in-cc---automatic-case-creation-rules

Best Regards,

Harish M

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums

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