Create Case from Incoming Email and link to existing Customer RRS feed

  • Question

  • Can Anyone please help. Various other discussions touch on this point but none provide a decisive answer. I want to create a new case from an incoing email (CRM 2011), when email is sent to e.g support@company.com, where that email is linked to an existing queue (configured to create new email activities through the router for all incoming emails), and where the email is from an email address that exists as "emailaddress1" value on an existing customer.

    I can get the case to create if I include a default customer, but then all cases are created for that default customer. It's as if CRM completely ignores who the email is from and goes straight for the default. How (which dynamics values specifically) do I get CRM to create the case for the customer sending the mail? Please help? I'm not a code developer so please don't tell me about any gorgeous plugins out there?



    Monday, August 19, 2013 2:16 PM

All replies

  • Hi,

    Instead of the default customer replace it with Sender the person who sent a mail to mailbox.

    • Read sender(from value it generally activityparty in crm) by passing activityid by writing the queryexpression.
    • where you will contactname and GUID of the sender.
    • and map the GUID of contact with case's customerid while creating new case.

    I hope it helps.

    Monday, August 19, 2013 4:41 PM