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Trying to get to grips with the app for Outlook, and one of the primary process I run is to convert an email to a case. v8 did this with some success, pre-populating the fields for you as per this link:
This doesn't seem to work now with v9, I have to create a new case, populate all the fields and then go back and link the email to it. Is this correct or am I missing something?
We have the same issue and I upvoted your idea.
I did get an answer from Microsoft and they said the Project team said this is "working by design", which doesn't make much sense to me as they removed a feature....
They also suggested I submit this as an idea, which I did here: https://experience.dynamics.com/ideas/idea/?ideaid=d9dbcce9-bac1-e811-b96f-0003ff68a679
Ryan
I'll add a "Me too"... We just upgraded and the 9.0 app is two steps backwards. We miss the regarding being automatically set, and the ability to automatically open the record in CRM after the case is created.
Did you ever get an answer from Microsoft? I'm trying to do the same thing and wonder if it is some sort of setting or something. Thanks.
Thank you Wayne. I have a couple comments on this as to how it relates to my environment.
1. I only have "Email messages in response to Dynamics 365 email" as my tracking option. I am hesitant about enabling more emails to be tracked due to the amount of records it will automatically create as well as the size it will take up on my Dynamics database.
2. We have automatic record creation rule already setup for our main "support" inbox. However sometimes clients contact technicians directly, so it's useful for them to be able to open cases from emails when this happens.
Thank you for your suggestions, unfortunately they won't help in my environment. I wish that Microsoft would just restore the functionality of the v8 app!
Ryan
A few suggestions that might help:
1. Turn on automatic email tracking On the Dynamics server. That way, it's already tracked an you can just do the "Create Case" process as illustrated above.
2. If this is a case process that happens all the time, you could also configure automatic record creation rules in Dynamics to create a case whenever it sees an email come into a specific queue. Then you just need to forward the email you want turned into a case to that queue. Or make sure the Support email is owned by that queue directly.
Those would possibly help streamline your process.
I have a ticket open with Microsoft right now and I'm awaiting there answer, I'll post their reply here when I get one. This functionality is great for our business as well.
I did find another work around that may be better for you that will populate the case fields for you.
This process is not as good ad v8, but at least it populates the case with the information from the email sender. If anyone has a better/quicker way, then please share!
Thanks!
Ryan
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