Dynamics Community Forum Thread Details

Any Limitations on a Queue's Mailbox Email Address?

We are struggling a bit with the queue of a Team. We are a cloud implementation for Outlook and Dynamics.

We currently have email addresses of individuals hard-coded in workflows. We want to replace this with a Team recipient and then configure the Team's queue to have a DL as the email address.

Originally, we configured the Queue's mailbox to be an Outlook shared mailbox, but then the customer said they didn't want to have to monitor a separate mailbox; they wanted an individual email.

Someone in my group found a post that said to create a contact and give the contact an DL email addreess, then configure the emails via workflow to go to that Contact. I'm concerned this is a data integrity issue; i.e. it's not a "real" contact, it's a hack.

Before we spend too much more time on this, I thought I'd ask some pointed questions:

Are there any limitations on what "type" of email address can be configured on a Queue's mailbox; i.e., will a DL and a shared mailbox work?
If only shared email, is there any way to send an email directly to the inboxes of members of a Team ?

Thanks!

Hi Debra,

Unfortunately you can't use a DL as an email address in CRM. The reason behind this is that CRM only scans Exchange / POP3 Mailboxes. As the DL is not an actual Mailbox, CRM won't be able to retrieve the data from it, hence you won't see the emails send to that DL in CRM.

What you could do is following. Use a DL and configure an Exchange Transport Rule to add an additional recipient whenever an email is sent to the DL. The additional recipient can be a real Exchange Mailbox. Then you can configure a queue in CRM, against that mailbox. The flow will be following

1. The email is sent to the DL "dl@yourDomain.com"

2. The Exchange Transport rule adds a new recipient "queueAddress@yourDomain.com"

3. queueAddress@yourDomain.com receives the Email and since this is an actual Mailbox, CRM will be able to track the email and create the associated Email activity in CRM

To add an exchange transport rule, you can check following article technet.microsoft.com/.../aa998315(v=exchg.160).aspx

Hope you find this useful.

Regards,

Radu

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