Environment: Dynamics 365 8.2.0 On Premises with Email Router 8.2.0 on Premises, and an on-premises Exchange Server
What We Do:
We have shared mailboxes that are connected to Queues in CRM, and an Email Conversion Rule to take emails sent to that queue (ex: support@company.com) and turn them into new cases, or attach them to existing cases. We then reply to the emails from within the CRM web application, and have an ongoing customer dialogue until the problem is resolved.
The Problem:
Some customers are sending emails, or replying, using "digital signatures". When an email is digitally signed, the Email Router (or CRM, not sure which) simply does not pick up the email and process it. The emails do not even appear in the Activities table. It is as if they are not there at all.
I cannot find any information on this being a "bug" or a deliberate feature of MS Dynamics CRM.