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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / No Incoming Emails int...
Microsoft Dynamics CRM (Archived)

No Incoming Emails into Queue?

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Posted on by crmrsw15 685

Hi,

I am setting up a queue for our help desk and emails aren't being pulled in. So wanted to check if I had missed any steps:

- A Team has been created

- The team has a queue

- The queue has an incoming email address set

- The convert incoming email to activities option is set to all messages

- The mailbox has the same email address as the queue, is active, approved and tested, plus has the incoming email set to Server-side sync.

- Server side sync is setup and operational and working for other outgoing email accounts (none or incoming yet - although the incoming settings on the exchange server are the same as for outgoing)

- The mailbox shows success when tested.

- If I navigate to the server side sync dashboard no errors are being thrown and it says the mailbox is healthy and running.

Any ideas what I have missed and why it wouldn't be pulling in emails into the queue.

Many thanks, Richard

*This post is locked for comments

  • crmrsw15 Profile Picture
    crmrsw15 685 on at
    RE: No Incoming Emails into Queue?

    Thanks Rawish, I will set a new email account for this and report back whether it resolves.

  • Verified answer
    Rawish Kumar Profile Picture
    Rawish Kumar 13,758 on at
    RE: No Incoming Emails into Queue?

    Hi Richard,

    Dynamics crm identifies the email party using the email address and so if you have more than one queue with the same email it will not be able to identify which queue to deliver the email into.

    though you have mentioned one is deactivate but i feel CRM will still have two emails hence remove the email address from one > deactivate and then test other ( new) one.

  • crmrsw15 Profile Picture
    crmrsw15 685 on at
    RE: No Incoming Emails into Queue?

    Hi Rawish, the mailbox alerts all seem fine too. I wonder if this is because for test purposes I am using my own email address for the queue mailbox. So essentially there are two mailboxes with the same email address. Albeit my user mailbox is deactivated. Do you know if this would cause an issue?

  • Suggested answer
    Rawish Kumar Profile Picture
    Rawish Kumar 13,758 on at
    RE: No Incoming Emails into Queue?

    Hi Richard,

    How about the outgoing? is that working?

    its good that you have checked the dashboard but please also check the individual "mailbox alert".

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