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Case creation from auto-forwarded email

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Posted on by Community Member Microsoft Employee

Hi,

The problem is that a case is not created in CRM if email is fowared but not sent to a mailbox. If email sent to mailbox the case is created.

Workflow:

mailbox1 (has autoforward to mailbox2) -> mailbox2 -> Case at CRM.

Case creation workflow in CRM configured with mailbox2.

a) if email sent to mailbox2 - a new case is created in CRM.

b) if email sent to mailbox1, the email arrives at mailbox 2, however a new case at CRM is not created.

I checked system jobs, the case creation workflow is even not started.

Why CRM forwarded email is treating in a different way?

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Answers (1)

Pradip Raj 323 on at

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RE: Case creation from auto-forwarded email

Hi Drew,

In our case, client has done setup to forward their mailbox emails to our support shared mailbox. So we can't setup the case creation rule for client email address so we are using shared mailbox with queue to create an case in dynamics 365.

All forwarded emails are tracked in Dynamics 365. It is creating email activities and contacts for unknown sender. But it is not creating Case for those forwarded emails.

Email to Case process is working fine if we send emails to support mailbox id.

I am not able to figure it out what is the issue and where?

Thanks

Pradip
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Drew Poggemann 9,079 on at

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RE: Case creation from auto-forwarded email

Hi Dziurgis,

Case creation rules are basically workflows that are setup in Dynamics 365. When the email is created in Dynamics 365 it will fire the workflow and look for the case creation rule. Since there is no rule on mailbox1 it will not create the case, even though you forward to mailbox2.

Is there a reason you can't setup the case creation rule on mailbox1 and then utilize the routing rules in Dynamics 365 to route the case?

Hope this helps.
Community Member Microsoft Employee on at

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RE: Case creation from auto-forwarded email

Also, email itself comes until CRM ( I can find it), however the case creation is not triggered.

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