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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / My auto email for my Q...
Microsoft Dynamics CRM (Archived)

My auto email for my Queue no longer works

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Posted on by SteveWhyte 583

Some months ago I created a queue called "Helpdesk". The mailbox was configured to synchronize and pull emails from an smtp server. The queue was also configured to send an auto email to the email sender.

I notice now that I do not see the items listed anymore in my Helpdesk queue. I checked the audit logs and found out that as soon as the queue item is created after it polls the smtp server, the item is changed from "Active" status to "Inactive" which explains why I am no longer seeing the item in my Helpdesk queue.

I don't know how that happened and I don't know how to fix it.

Any ideas?

 Steve

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  • Suggested answer
    PS Profile Picture
    PS 23,577 on at

    Can you check your workflows for queue items

  • SteveWhyte Profile Picture
    SteveWhyte 583 on at

    There are no workflows or processes associated with queue items.

    Any other ideas?

  • PS Profile Picture
    PS 23,577 on at

    Can u share the rules behind it?

  • SteveWhyte Profile Picture
    SteveWhyte 583 on at

    By the way Prashant, thanks for your assistance in helping me solve this issue.

    Regarding the rules behind it, for the "Record created and updated rule:" All I have checked is "Create records for email from unknown users" and  "Send automatic email response on created record" I did not add a "Specify Record Creation and Update Details"

    That's pretty much what I have as far as rules are concerned

  • PS Profile Picture
    PS 23,577 on at

    Are the contacts deactivated?

  • SteveWhyte Profile Picture
    SteveWhyte 583 on at

    No. As a matter of fact if I send an email using a new contact, the contact is automatically created. I just tested that feature about 2 minutes ago and it is working. And yet, the audit shows the contact is created, the queue item is also created and set to active, but immediately afterwards the queue item is set to Inactive.

    Any ideas?

  • SteveWhyte Profile Picture
    SteveWhyte 583 on at

    Great point but sadly yes they are not deactivated. As I pointed out earlier if I send an email to the queue and the contact does not exist, CRM creates the contact as expected. The puzzling problem is why does in make the queue item inactive immediately after making it active as indicated by the audit logs...

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