web
You’re offline. This is a read only version of the page.
close
Skip to main content

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Service | Customer Service, Contact Center, Fie...
Unanswered

Create Case from email that has been redirected into the inbox

(0) ShareShare
ReportReport
Posted on by 721

We are using automatic record creation and update rules in the modern interface where it uses a pre-poulated flow in PowerAutomate.

Sometimes emails are redirected (not forwarded) from other Users to the inbox we are monitoring and Cases are not being generated from these emails. The flow is not failing - it's just not being triggered at all because the emails are not being created as an email activity in Dynamics.  

Is this a known limitation, or is it possible to create cases from emails that have been redirected into the inbox we are monitoring? 

I have the same question (0)
  • diegompc Profile Picture
    798 on at

    Hello Inksrm,

    What do you mean with "redirected "?

    In my case I have had problems with forwarding mailboxes since they do not store the email, the record is not created in the monitored queue.

    Regards,

  • Inksrm Profile Picture
    721 on at

    Hi diegompc,

    By "redirected" I mean there is a rule set up at the exhange server level and the action in the rule is to redirect the email to the inbox that we are monitoring. The result is that the email is visible in the inbox we are monitoring, but it is different from forwarding the email because it keeps the original sender and recipient(s), meaning that you can reply to the original sender whereas forwarding the email you can only reply to the email address it was forwarded from.

    Regards

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Introducing the 2026 Season 1 community Super Users

Congratulations to our 2026 Super Stars!

Congratulations to our 2025 Community Spotlights

Thanks to all of our 2025 Community Spotlight stars!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Tom_Gioielli Profile Picture

Tom_Gioielli 30 Super User 2026 Season 1

#2
NeerajPawar Profile Picture

NeerajPawar 22

#3
Eugen Podkorytov Profile Picture

Eugen Podkorytov 14

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans