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Currently, when a Queue email address is BCC'd Server Side Sync creates the message in CRM but the Email To Case Process fails to run. The Email To Case Process must run on emails where the Queue email address is in the BCC. This can be done by correcting the Email To Case Process or having SSS put the Queue email address in the TO or CC fields when the email is created in CRM. It does not matter how it is fixed as long as BCC'd email address are treated the same as a TO or CC email address. Thanks, Jim

STATUS DETAILS
Under Review

Comments

J

Running automated record creation rules (and creating cases) for emails received via BCC is currently part of our customer's business requirements. Having an option to enable/disable processing of BCC emails would be very helpful.

Category: Customer Service (Case Management / Queues)

J

We need this for Dynamics 365 Customer Service.

Category: Customer Service (Case Management / Queues)

J

Agreed. Need this as well. Queue based e-mails shouldn't miss e-mails. We have a use case that should be able to take advantage of bcc in order to avoid conversation overload and misuse of the mailbox.

Category: Customer Service (Case Management / Queues)

J

This has been released into the product May 15, 2020. There is a setting in DB Org Settings to enable it - CreateQueueItemForSynchronizingMailbox = true, and BCC'd emails will be picked up by your Email To Case process. Thanks - Jim

Category: Customer Service (Case Management / Queues)

J

In my experience the the queue email address that is sent an email via BCC is completely bypassed by server side sync. I never see the email in the queue at all. From our point of view it makes no sense.

If some actually prefer the queue's to ignore BCC received emails, then set that as the standard behavior but provide a admin option to bypass the restriction and return all mail to the queue.

Category: Customer Service (Case Management / Queues)