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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Received Emails Always...
Service | Customer Service, Contact Center, Fie...
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Received Emails Always Close Automatically

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Posted on by myintuition 169
We have been attempting to get emails from a shared mailbox to create an activity in Dynamics.
They do not want to automatically create a case, but love the option to create the case.
The problem is, as soon as the emails come into Dynamics, they are already closed.
The status reason says Received, but the status is closed :(
I would like them to close after I respond or create a case or do something.
 
From what I understand this is not normal behavior.
 
Does anyone have any idea what we might have turned on accidentally?
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Received Emails Always Close Automatically
    Hi Partner,
    As the previous engineer said, this is by-design.
    Received email is in the Completed state, which is what you mean by closed.
  • Suggested answer
    PowerPin Profile Picture
    PowerPin 2 on at
    Received Emails Always Close Automatically
    As far as I know this is the default behavior, once incoming emails are tracked to Dynamics the status is set to Completed.
    You can attempt to go down the route of changing this behavior and modifying the system workflows/plugins. it might not be advised though.
     
    Consider the following recommendation for this case: create a new activity when a new email (without an existing case) is created. and users should then take action on this activity which can then create the case or do other actions using the relationship to the incoming email.

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