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Auto create a case from incoming email in shared mailbox - emails dated older than a certain date

Hello,

I am looking to implement Cases and to be more specific: auto create cases from the shared mailboxes. I can do that pretty straight forward, but I only want to start with a more recent date as those shared mailboxes have been in use for a long time. So I have to condition the creation on the email received date... I have looked into the condition routing rule but it takes into comparison the date that the email was added to the queue, not the date that the email was received. Do I go in the flow and capture the email date there? Please help.

Thank you in advance

Hi,

Your need to convert emails after a specific date into cases via condition is not supported.

Here are two possible alternatives suggested by our team.
Option 1: You can try to modify the Power Automate Flow in the condition to add some judgment conditions, for example, to determine whether the email is sent after the set date (because the trigger entity used by this Power Automate does not contain the receive time field, it can only use send date instead).

Option 2: According to our search, there is an out-of-the-box field on the mailbox entity called "Process Email Received After" that allows you to select the date you want to start synchronizing emails to Dynamics 365.

Note: The new version of the Dynamics 365 interface does not allow you to edit the Mailbox form, you can use the current version of the interface, here are some steps to do so.
Step1, enter Dynamics 365 Customer Service administration background, select table sidebar, select Mailbox Table, click form.

Step2, click "More" and then "Switch to classic".

Step3, move to section and click save and publish.

Step4,"Advanced Setting -> Email Configuration -> Mailbox", and set the time, then approve and test the Mailbox.

In fact, these two alternatives can't fully meet your needs, the first one is based on the time the email was sent, not the time it was received. The second alternative, according to the article, is that the system will only process emails marked as "unread". The link to the article is as follows.
https://d365goddess.com/setup-mailbox-for-automatic-case-creation-in-unified-interface/

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

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