Mailbox settings Delete Emails after Processing locked field

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Posted on by Vness

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Can anyone advise how i update the field Delete Emails after Processing to Yes. The field is now locked and is set to NO.

I am in power platform Environment settings - Mailbox

Thanks Vanessa

Apologies - this is for a Queue and not a user mailbox. It is a existing queue for over 2 years that was set to NO but now wants to be Yes.

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Vness 129 on at

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Mailbox settings Delete Emails after Processing locked field

Hi All

thank you for your input.

I have raised a MS ticket.

But the good news is that i managed to create a business rule on the Mailbox Table to update the field to Yes if Admin was the owner of the email address.

I activated the business rule then opened the affected mailbox. The field was changed to Yes. I then deactivated the business rule so that it didn't affect any other mailboxes,

When I re-opened the affected mail box the field was set to Yes still and the Outlook mails were being deleted.

I have monitored this queue mailbox and all the others and all looks good in the world.

I have left the ticket open with MS as i would still like to know why they have changed the process.

Regards

Vanessa
Vness 129 on at

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Mailbox settings Delete Emails after Processing locked field

Hi Tom,

Thank you for your response.

When the Queue is created it automatically creates the mailbox and when you view that mail box all the fields are Locked so am unable to update to Yes.

I have deactivated the Queue but this also deactivates the associated mailbox.

We haven most of our Queue emails set to YES and the one in question was NO :(

I have also looked in power apps to see if i can change the locked column field and believe it or not that field shows as not locked! So, I am totally baffled by this whole thing.
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Tom_Gioielli 1,803 on at

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Mailbox settings Delete Emails after Processing locked field

Do you have the option available on any other mailboxes in your organization? I do wonder if a newer queue has the ability to toggle this, or if everything is locked for you.

Maybe try to retest and enable the mailbox, or make sure that it is "Approved" and see if that unlocks the field

Create a new queue record and see if you can update the toggle after testing, approving, and enabling the mailbox

Check if any mailboxes in your org are set to "yes", and review if something is different on those records

Take the AI suggestion below with a grain of salt. There is no setting on the queue record itself for this functionality, it is only on the mailbox. The field is not being locked through the form or through a business rule, which means there is some sort of Microsoft logic being run to control whether you can edit it. I can't find specific documentation around what that would be. Without knowing that, I would not recommend brute forcing the toggle through XRM Toolbox or an API call.

Worst case scenario, this might be an easy ticket into Microsoft to discover why it is locked and what can be done.
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Daivat Vartak (v-9d... 7,805 Super User 2025 Season 1 on at

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Mailbox settings Delete Emails after Processing locked field

Hello Vanessa,

You've run into a common issue with Dynamics 365 (Power Platform) Queue mailboxes: the "Delete Emails After Processing" field being locked and set to "No" after a queue has been created. This is often due to the way queues and their associated mailboxes are initially provisioned.

Here's a breakdown of the problem and how to resolve it:

Understanding the Problem:

Queue Mailboxes: Queue mailboxes are used to process incoming emails and create records (e.g., cases) in Dynamics 365.

"Delete Emails After Processing" Field: This field controls whether emails are deleted from the mailbox after Dynamics 365 processes them.

Locked Field: The field is often locked after the queue is created, preventing direct modification.

Queue Age: You mentioned that the queue is over 2 years old, this is relevant because some older configurations may have different behaviors.

Solutions:

Using the XrmToolBox (Recommended):

Concept: The XrmToolBox is a free community tool that provides access to hidden settings and allows you to modify locked fields.

Steps:

Download and Install XrmToolBox: Download and install the XrmToolBox from its official website.

Connect to your Dynamics 365 environment: Connect the XrmToolBox to your Dynamics 365 environment.

Use the "Attribute Bulk Updater" Tool:

Open the "Attribute Bulk Updater" tool within XrmToolBox.

Select the "Queue" entity.

Create a filter to select the specific queue you want to modify.

Select the "deleteemailsafterprocess" attribute.

Set the value to "True" (Yes).

Execute the update.

Verify the change: Go back to your Dynamics 365 environment and verify that the "Delete Emails After Processing" field is now set to "Yes".

Advantages:

Relatively easy to use.

Provides access to hidden settings.

No code required.

Disadvantages:

Requires using a third-party tool.

Using the Web API (More Technical):

Concept: You can use the Dynamics 365 Web API to update the queue record and modify the "deleteemailsafterprocess" field.

Steps:

Get the Queue ID: Retrieve the GUID of the queue you want to modify.

Use a REST Client: Use a REST client (e.g., Postman, Insomnia) or write JavaScript code to make a PATCH request to the Web API.

Construct the PATCH Request:

Use the following endpoint: [your-org-url]/api/data/v9.x/queues([queue-id])

Set the request headers:

Content-Type: application/json

OData-MaxVersion: 4.0

OData-Version: 4.0

Set the request body

Send the Request: Send the PATCH request to update the queue record.

Verify the change: Go back to your Dynamics 365 environment and verify that the "Delete Emails After Processing" field is now set to "Yes".

Advantages:

Works directly with the Dynamics 365 API.

Can be automated.

Disadvantages:

Requires technical knowledge of the Web API.

More complex than using XrmToolBox.

Contact Microsoft Support (If Other Methods Fail):

Concept: If you're unable to modify the field using XrmToolBox or the Web API, contact Microsoft Support.

Steps:

Open a support ticket with Microsoft.

Provide them with the details of the queue and the issue you're experiencing.

They might be able to assist you in modifying the field or identify any underlying issues.

Advantages:

Provides direct assistance from Microsoft.

Disadvantages:

Can be time-consuming.

Recommendation:

Using the XrmToolBox (Option 1) is the most recommended approach for most users. It's relatively easy to use and provides access to the necessary settings.

The Web API (Option 2) is a good alternative for those with technical knowledge or who need to automate the process.

Contact Microsoft Support (Option 3) should be used as a last resort.

By using one of these methods, you should be able to update the "Delete Emails After Processing" field for your queue.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak
Vness 129 on at

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Mailbox settings Delete Emails after Processing locked field

Apologies - this is for a Queue and not a user mailbox. It is a existing queue for over 2 years that was set to NO but now wants to be Yes.
Tom_Gioielli 1,803 on at

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Mailbox settings Delete Emails after Processing locked field

That setting can only be enabled for Forwarding mailboxes and queue based mailboxes.

Create new forward mailbox in Dynamics 365 Customer Engagement (on-premises) | Microsoft Learn

I'm guessing you may be looking at a user owned mailbox or some other type?

If this answer helped, please consider marking as verified.