{"id":38553,"date":"2024-07-04T17:32:11","date_gmt":"2024-07-04T12:02:11","guid":{"rendered":"https:\/\/www.inogic.com\/blog\/?p=38553"},"modified":"2024-07-04T17:58:33","modified_gmt":"2024-07-04T12:28:33","slug":"create-multiple-cases-from-an-email-sent-to-multiple-mailboxes-in-dynamics-365-crm","status":"publish","type":"post","link":"https:\/\/www.inogic.com\/blog\/2024\/07\/create-multiple-cases-from-an-email-sent-to-multiple-mailboxes-in-dynamics-365-crm\/","title":{"rendered":"Create Multiple Cases from an Email Sent to Multiple Mailboxes in Dynamics 365 CRM"},"content":{"rendered":"

\"Create<\/p>\n

We recently encountered a requirement where the client utilized multiple queues in CRM (such as service team queue, product team queue, tech team queue, etc.) with configured email addresses. When customers send emails to multiple queues in a single email (e.g., sending one email to Support and Product queues), the CRM’s email tracking system creates multiple new cases based on the ARC rules for each queue. Since only one case was set in the regarding field of the email, other cases ended up being not linked with that source email. This caused further issues when the team tried to investigate the case where the email was not linked.<\/p>\n

To overcome this situation, in the recent Microsoft release, we found an effective OOB<\/strong> setting (which is explained below with the benefits of this setting\/feature).<\/p>\n

Please follow the below steps to configure this setting in the CRM.<\/p>\n

    \n
  1. Go to https:\/\/make.powerapps.com\/<\/a> and create a new Solution<\/strong> or open the existing solution.<\/li>\n
  2. Click Add<\/strong> existing<\/strong> \u2192 More<\/strong> \u2192 Setting<\/strong>
    \n\"Create<\/li>\n
  3. Search \u201cEmail Multi Related for ARC<\/strong>\u201d in the search box \u2192 select the \u201cEmail Multi Related for ARC<\/strong>\u201d setting \u2192 click on Next<\/strong> \u2192 Add<\/strong>
    \n\"Create<\/li>\n
  4. After adding the setting to the solution, select the setting \u2192 click on Edit<\/strong> \u2192 scroll down the form \u2192 set the \u201cSetting environment value<\/strong>\u201d to Yes<\/strong> \u2192 Save<\/strong>.\"Create<\/li>\n
  5. Click on Publish<\/strong> all<\/strong> customizations<\/strong>\"Create<\/li>\n
  6. To check this go to https:\/\/make.powerapps.com\/<\/a> and add the Related<\/strong> field on the Email form.\"Create<\/li>\n<\/ol>\n

    Let’s see the features\/benefits of this setting and how this setting is useful for the above-mentioned requirement\/scenario.<\/p>\n

      \n
    1. Before turning on the setting<\/strong>.\n