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Queue stopped working for three days - how can I add missing emails from mailbox to the queue?

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Posted on by Olasan

I have a queue set up with automatic case creation rule. This stopped working due to some security roles changes, and was down for three days. Now I have a mailbox with emails from these three days (shared mailbox) and I want these into the queue to start working on the cases.

Anyone knows how to do this?

Since it's a shared mailbox I cannot just go into the mailbox and use de Outlook app to set regarding or convert to case.

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Moximox 2 on at

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Hi

Just filter out the created email activities and use built in convert to case flow.

Mox

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Olasan 2 on at

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Thanks, Magnus. I might have been a little vague in the description. It's the Outlook/Exchange mailbox which have those messages for the three days, no activities where made during this period. So unfortunately no activities to convert.

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jim.corriveau@chest... 81 on at

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Ola,

I'm assuming you are using Server Side Sync. Go to the main form for the mailbox entity and add the field "Process Email Received After", save/publish. Go to the mailbox record for the Queue, set the date time to any past date/time you want and save the update. The next time SSS runs it will process all emails in the inbox starting at the date/time you entered. If the email is already tracked to CRM nothing will happen, if the email has a token or is already associated with a CRM record it will be added to CRM as expected, and any new emails will process through your Email to Case process. Keep in mind that you will get all 3 days of cases created at one time. There is a limit to the number of emails SSS pulls at one time so it may take a few passes of SSS to get all of the emails processed.

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Moximox 2 on at

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Ok got it. That is actually working in your benefit. Go to server side sync advanced setting and set the process emails from date. This will pick up older emails upon next sync.

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Olasan 2 on at

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Thanks Magnus and Jim,

is this the date you're suggesting I change - and it will rerun from that date?

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jim.corriveau@chest... 81 on at

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Ola,

No, that date will do nothing to help you. That date only tells SSS, if it does not have a starting date for a mailbox or the "Process Email Received After" date in the mailbox is before the "Process emails starting from" date, then use the date from the email server profile. This date helps prevent processing old emails when someone's mailbox is added to CRM. For example, you have someone that has been at the company for 10 years and they have 100,000 emails in their inbox, when you add their mailbox to CRM SSS will process all emails in the inbox starting at the email server profile's Process emails starting from date, if that date is 10 years old all 100,000 emails will be processed. So, it is important to keep the starting date updated, but I would not change that date until after you have the queue mailbox messages processed.

The only way you are going to get the original messages in the queue mailbox to reprocess is to set the mailbox "Process Email Received After" to any date/time before the beginning of the outage.

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