Scenario: you have integrated two mailboxes as queues to track email to d365 and an email is sent to the same two queues which results in a single email generated in dynamics.
This is expected behaviour from the product, however there is often a request to see two emails generated in d365.
In this case you could do something like create cases from the single email rather than just using the email to manage the enquiry, or create customization to duplicate the email for the other queue.
Is anyone able to share any experience of why e.g. creating a process to duplicate the email is a bad idea or causes more problems?
When you send emails to both queues, corresponding email records are generated. The generated email records will then generate queue entries in both queues, which can be tapped to view the emails.
Could you tell me what you are referring to when you say that you frequently request to see two emails generated in d365? I would also like to ask you under what circumstances the operation is performed, can you be more specific?
Best regards, Cui Hao
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