Incoming email isn't converted to a case

This article provides a resolution for the issue where an incoming email isn't converted to a case in Dynamics 365 Customer Service. Also, to diagnose and fix the issues, you can use the Activity monitor available on the Record creation and update rules page, and configure the options to view skipped scenarios, failed scenarios, or all scenarios for a time period. For more information, see Manage activity monitor to review and track rules.

Symptoms

Email-to-case conversion isn't working in Dynamics 365 Customer Service.

Cause 1: The email isn't syncing with the system

Resolution

To check whether the email is syncing with the system, navigate to Activities and look for the email activity. If email isn't syncing with the system, there may be an issue with the email router or server-side sync configuration.

Cause 2: Email activity is created but related QueueItem isn't found

Resolution

You need to check whether the email activity is created but a related QueueItem isn't found. If an active Automatic Record Creation and Update Rule exists for a specific queue, the QueueItem is marked as inactive and disappears from the QueueItem view.

Cause 3: The email is coming from an unknown sender

Resolution

If the email is coming from an unknown sender, check for the Create contact for unknown sender option. Go to the Automatic Record Creation and Update Rule configuration and check whether the Create contact for unknown sender box is selected. If the Create contact for unknown sender check box isn't selected, an incoming email from an unknown sender won't be converted to a case.

Cause 4: Automatic Record Creation and Update Rule configuration issues

Resolution

You need to check whether the Automatic Record Creation and Update Rule feature is configured properly by going to system jobs and checking for a failure message. For more information about configuration failure scenarios and resolution for sample configuration failure, see Troubleshoot common email error messages.

Note

The Customer field in the case entity can be a contact or an account. If a matching incoming email address isn't found for a contact or an account, and the Create contact for unknown sender check box is selected, the system creates a contact for the incoming email address and links it to the case's Customer field.

Cause 5: The contact and account have different email addresses

Resolution

You need to check whether the contact and account have the same incoming email address. A case that's created from an incoming email will resolve the Customer field on the case as Account.

Cause 6: The email is sent using only the Bcc field

Resolution

To fix this issue, ensure the queue email address is in the To or Cc fields of incoming emails. Emails sent with the queue address in the Bcc field won't be processed.

Cause 7: The email is a reply to the tracked email

Resolution

If the incoming email is in response to an already tracked email associated with a case, no new case will be created. If the InReplyTo value matches the MessageId of an email that's already in Dynamics 365, server-side synchronization correlates the new email with the existing one, and the "Automatic record creation and Update" rule skips case creation for the new email. For more information, see Specify which emails are automatically tracked.

Cause 8: Contact creation failed when the incoming email is from an unknown sender

Resolution

By default, a contact for an unknown email sender is created with the email owner context. A case might not get created if the email owner doesn't have the required permissions. Alternatively, you may choose to use the rule owner permissions to create the new contact by configuring the msdyn_ArcCreateContactWithRuleOwner environment variable. For more information, see Create contacts for unknown senders using rule owner context.

Cause 9: No active "Automatic record creation and Update" rule exists for the queue to which the email was sent

Resolution

Navigate to the "Automatic record creation and Update" rules and ensure that an active "Automatic record creation and Update" rule exists for the queue to which the email was sent. If no "Automatic record creation and Update" rule exists for the queue to which the email was sent, a case won't be created since there won't be any matching rule and condition.