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We are in a CRM 2016 v8.2 environment On-Premise (22.214.171.124) using Server-Side Sync.
Users report that sometimes they receive old mails in the queue. In CRM they are marked as if they just arrived in the system based (createdon) on the audit history on the email record:
But in fact the users has sent it already 3 months earlier as we can see in the "actualend" field. So now it happens that Customer Service Agents reply to 3 months old emails.
I checked one of the queues where the problem occurred (but it happens on all queues / mailboxes) and there was no change in the last years:
I checked with the Exchange team and they confirmed that the mail was received on the time that the client has sent the email. So the problem must be somewhere between Exchange and CRM. So probably the server-side sync.
After I checked the database if there were more emails with the same problem and it seemed so. Some emails take 258 days to arrive in the CRM.
I used the following query to come the the above screenshot:
SELECT subject as 'subject', directioncode as 'directioncode',ActualEnd as 'sent on (actualend)',CreatedOn as 'in crm since (createdon)',DATEDIFF(d, actualend, createdon) as 'delay in days', SubmittedBy, ToRecipients FROM email (nolock) WHERE actualend > '2018-01-01' -- only check emails after 2018AND DATEDIFF(d, actualend, createdon) > 1 -- that arrived more than 1 day later in CRMORDER BY [delay in days] desc -- in order they arrived in CRM
Does anyone has any idea? All help / tips are welcome.Is there a way for me to know which emails are queried by the server side sync and why some are picked up immediately and others are not?
Many thanks in advance.Kind regardsSven V.
The delays mostly likely caused by Server Side Sync issue, i have come across other users reporting same issue, emails sent or received days after.
Could you enable Server-Side Sync failures dashboards, and use both SSS failure and monitoring dashboard and see if it surfaces error.
You could have your Sys Admin team monitoring these dashboards on a regular basis to make sure actions are taken sooner for failed emails
We've updated the CRM server with Windows Updates, to upgrade the CRM server to 8.2.3.Then we enabled the dashboard for "Server-Side Synchronization Failures" in DEV and TEST but there was nothing there indicating there are were any issues.We didn't check the production environment yet (because we would need to install windows updates first), as we are planning a CRM upgrade to v9.As soon as we have upgraded our environment I will update this post.
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