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370Hello,
we are using Dynamics 365 Customer Service, including CRM mailbox to import incoming email messages (using forwarding mailbox and server side sync) from Exchange Online mailbox to Dynamics 365 email messages, and Automatic Record Creation and Update Rules.
Simple use case is - When new email arrives to our support@company.com email, to open a new CRM Case record.
However, one thing stopped working, and that is scenario: when email is already regarding existing CRM case which is resolved/closed, it will not trigger integrated Automatic Record Creation nor Power Automate and will not "reactivate" Case, therefore it is not possible to see this message from customer and helpdesk stuff can not work correctly.
The issue started happening after auto upgrade from old engine, to a new Power Automate based one.
After opening Microsoft support ticket, and long time, they concluded this is current limitation of new way of Automatic Record Creation feature and Power Automate integration, and there is no known workaround.
Since we have lot of incoming email messages and Cases, this is business show stopped for us.
Any idea or experience from community on this topic?
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