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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / get a list of previous...
Microsoft Dynamics CRM (Archived)

get a list of previous incomming emails

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Posted on by Anthony A 230

Hi guys, 

All my incoming email go into a queue. 

I get automatic alerts from customers (like power fail and power restore) and would like to match them up and eliminate them. 

some times during the night there are hundreds of these emails and the task is boring for my staff to clean.

I already have a plugin that does things when an email comes in but  i'm not sure what to query to get a list of emails that are still in the queue (have not been cleaned yet)

My Plan is to act when I get an Email with power Restore and eliminate any old email still in the queue with the power fail mention (from the same customer) 

Can I query expression on the Queue Item entity or should i do with email entity, (to get a list of previous emails that are in my queue?)

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  • Suggested answer
    Arun Vinoth Profile Picture
    Arun Vinoth 11,615 Moderator on at

    In a typical scenario, this will create duplicate incidents, hence we will stop creating those or after creation map it to Parent case through plugin.

    Same concept, in your case am not sure about your “cleaning” process. Assume that you have flags like “isCleaned?” and your team will mark it on actioned emails. You can filter those out of views. Are you saying “power restore” from same customer as of “power fail” should be eliminated?!

    Coming back to solution, you can do query expression/fetchxml to check on create of email, for matching sender & subject for “power fail” you can what you want.

    Simply go to Adv. find & query the “Email messages” Entity for sender, subject contains. Download the fetchxml & use it in RetrieveMultiple(FetchExpression). Decide based on resultset & manipulate the data do that your team need not to act on it.

  • Anthony A Profile Picture
    Anthony A 230 on at

    The Queue does not create the incidents using the automatic case create system.  (when I say clean, they are removed from the queue)

    As they arrive in the queue, depending on subjet, either my plugin creates the case and removes the email or its left there for a person to read and either create an incident or remove the email.

    Some emails comes in to warn us about a problems (power fail) but the issues resolves iteself within minutes (power restore) Instead of having someone match them up,  I want to get rid of any past powerfail when the power restore arrives. (that remain in the queue)

    I need to query the emails that are in the queue to see if any match up. i know i can do this with queryexpression but i'm not sure where the list resides...

    I could create a incident when a power Fail comes in, and then cancel that same incident when a power restore arrives, but it feels kinda pointless.... (this would be the easy way)  

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