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Option to automatically forward an email from the same ticket.

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Posted on by SudeepSatpathy 5

Hi all,
I require your help in finding a solution to this.
The client wants to automate case creation rule and also, wants to forward the email from a particular sender to another 3rd party support. I could not find an option to forward the email to the 3rd party support, so I created a rule in Outlook. But that creates a new case when the third party replies to the forwarded email, which should ideally get added to the same email thread.
The client takes help of 3rd party support for some of the issues and requires the data to be available in CRM as a ticket to keep a record of the internal tickets.

Thanks in advance.

  • MMK Profile Picture
    MMK 745 on at
    RE: Option to automatically forward an email from the same ticket.

    If tgat parent activity

    Id contains data that means its a reply and you can skip it

  • Suggested answer
    MMK Profile Picture
    MMK 745 on at
    RE: Option to automatically forward an email from the same ticket.

    Hi Sudeep

    In case Creation Rule's filter condition 

    you can add check if that Email contains data in Email's attribute named "Parent Activity Id" which is a lookup of Email 
    so if it contains data that means you can skip creation of record

  • Suggested answer
    LeoAlt Profile Picture
    LeoAlt 16,329 on at
    RE: Option to automatically forward an email from the same ticket.

    Hi Partner,

    You could add filter conditions on your email From address in your automatic creation rule.

    For example, I created a rule to create case automatically when receiving any new email expect end up with "@outlook.com" and then I use my outlook mailbox sent an email to D365.

    I got this new email in my instance and no case created.

    pastedimage1599723621803v1.png

    So I think it should be a good way for you.

    Just add a filter condition to check if the email sender is from the 3rd company, then does not create case.

    pastedimage1599723708559v2.png

    Best Regards,

    Leo

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