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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?
Please refer this
community.dynamics.com/.../email-to-case-when-people-are-marked-in-cc---automatic-case-creation-rules
Best Regards,
Harish M
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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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