Hello, how is everybody doing.
I'm working on creating a workflow that automatically creates a Case when a shared Outlook mailbox receives an email. I got the email router working so that the email automatically gets created in CRM. The workflow automatically creates a Case in CRM as well.
I set so that the CRM Case will have the same subject as the email. Then the email will be Set Regarding to that newly created Case. The workflow only runs if the email is directed to a specific CRM Queue. This CRM queue is set up using the Outlook shared
inbox.
However the problem is whenever I reply to the email, it will create a new CRM Case with subject "RE:...", even though I have set up a rule in the workflow to only create a Case that doesn't have "Regarding" field.
Turned out the problem is because both the original and the replied email got created in CRM as two separate emails. This is why the "Regarding" filter in the workflow rule was ignored.
Is there a way so that replied emails don't get created as separate emails in CRM? Is this because we are using Shared Inbox in Outlook?
Here is a screenshot of our Workflow Rule.
Thanks in advanced for your help.
elisabeth