6
Currently email item is only associated on one case.
However it's not unusual that email item might have several queues as recipient. In this case my customer would like to have a feature where original email item is attached on all queue cases where ARC -rule is active.
For example:
Email item has 2 recipients which are queues in CRM. Queue 1 has ARC-rule and case is being created with email associated. Queue 2 has ARC-rule and case is being created but without email associated.
However it's not unusual that email item might have several queues as recipient. In this case my customer would like to have a feature where original email item is attached on all queue cases where ARC -rule is active.
For example:
Email item has 2 recipients which are queues in CRM. Queue 1 has ARC-rule and case is being created with email associated. Queue 2 has ARC-rule and case is being created but without email associated.
STATUS DETAILS
Completed
Administrator on 12/4/2023 1:27:24 PM
Thanks for your feedback. The feature to create multiple cases from an email sent to multiple mailboxes and associating the email to all mailboxes is currently released in private preview. If you wish to participate in the private preview program, please reach out to Microsoft by sending an email to arc-multiplecases@microsoft.com to get this enabled for your organization.
Regards,
Product Manager,
Microsoft