In CRM when customer sends an email to shared mailbox and internal users in BCC/To/CC sometimes those emails are not receiving to Activity monitor and due to these the case creation is not happening. We are experiencing these issues in CRM, please suggest the reasons or fix the behaviour in upcoming releases.
When customer sends email only to shared mailbox Email to Case creation works perfectly without any issues.
When customer sends email to shared mailbox and adding any internal users in To/BCC/CC then sometimes these emails are not entering into Activity monitor and due to these case creation is not happening.
Comments
We also have this issue.There appears to be no system settings to be able to set a different priority list for Mailbox selection than the standard one where Users is 1st and Queue related Mailboxes are 8th.We have had to add a Power Automate flow to check when this happens (trigger on Email receipt) to create Cases from the emails that should have gone to a Queue Mailbox.The only system way of doing it otherwise maybe ARC rule for every user mailbox.... Hundreds of them so that isn't a viable option.
Category: Automatic Record Creation
Administrator on 5/28/2024 8:08:08 AM
Thanks for your feedback. We request you to please submit a ticket with Microsoft Support so that this issue can be investigated and resolved in your env.
Regards,
PM, Microsoft