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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Generating cases from ...
Microsoft Dynamics CRM (Archived)

Generating cases from e-mail using server side synch - only works for some users??

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Posted on by Community Member

Hi all,

We are having an unpredictable and sporadic problem. We have numerous mailboxes which are using an email server profile (server side sync). These mailboxes are being monitored and turned into cases automatically using the CRM 2013 SP1 Auto-Create Cases feature and routing rules. 

We are having a problem in that when certain people send e-mails to the mailbox, the cases arent getting created. But for others, it always works. For example, myself - I can get a case to be auto created by sending from my email address to any of the monitored queue e-mail address no problem. But my colleague, who is definitely sending to the correct e-mail address (same one as myself), is not having any of his e-mails created into cases (for any of the queue mailboxes). 

It is like it is picking certain people to create cases for and not others. Any advice is much appreciated. Thanks

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  • Michal Abraham Profile Picture
    Michal Abraham 385 on at

    Hi,

    how did you set up the preconditions for case creation? Did you allow creating of cases for unknow sender? For the sender who does not have active SLA?

    By default, these are not allowed.

    Michal

  • Community Member Profile Picture
    Community Member on at

    Hi Michal,

    Thanks for your response. See above for image of our config. What is the SLA one? We don't use SLA at all in the system, nor do we use 'entitlements'. But if this was the problem, why are cases created for some and not others (if we are not using entitlements at all). The owner of the case creation rule is an admin. The owner of the mailbox from which the cases are being created is a team, but that team has permission to create contacts (automatically if the senders don't exist in crm) and also create cases.

    Thanks for your help

  • Community Member Profile Picture
    Community Member on at

    I also have an additional question to above - if the server goes down unexpectedly (power outage for example), for a few hours and then gets brought back online, will the e-mails be processed for these hours when the async service runs again or how does that work? Thanks

  • Community Member Profile Picture
    Community Member on at

    I have found the following errors in the Event Viewer of CRM server:

    The Web Service plug-in failed in OrganizationId: 561b7d82-e34a-e411-8e26-005056b13499; SdkMessageProcessingStepId: fa0ae646-c574-4543-99d8-02e3915e7c12; EntityName: queueitem; Stage: 50; MessageName: Create; AssemblyName: Microsoft.Crm.ObjectModel.QueueItemCreatePostOperationPlugin, Microsoft.Crm.ObjectModel, Version=6.0.0.0, Culture=neutral, PublicKeyToken=31bf3856ad364e35; ClassName: Microsoft.Crm.ObjectModel.QueueItemCreatePostOperationPlugin; Exception: Unhandled Exception: System.NullReferenceException: Object reference not set to an instance of an object.

      at Microsoft.Crm.ObjectModel.QueueItemCreatePostOperationPlugin.UpdateEmailSender(BusinessEntity queueItemTypeEntity, AddressEntry resolvedSender, ExecutionContext context)

      at Microsoft.Crm.ObjectModel.QueueItemCreatePostOperationPlugin.CreateContactforUnknownSender(AddressEntry& resolvedAddressEntry, BusinessEntity queueItemTypeEntity, BusinessEntity convertRuleEntity, ExecutionContext platformContext, Boolean& isSenderKnown)

      at Microsoft.Crm.ObjectModel.QueueItemCreatePostOperationPlugin.Execute(IServiceProvider serviceProvider)

      at Microsoft.Crm.Extensibility.V5PluginProxyStep.ExecuteInternal(PipelineExecutionContext context)

      at Microsoft.Crm.Extensibility.VersionedPluginProxyStepBase.Execute(PipelineExecutionContext context)

    .

    We have no custom plugins - a few workflows created to create queue items from e-mails which are valid and active. These problems just started occuring over the Christmas period without any changes. There are also some memory warnings on the CRM server - could this be the reason?

  • Community Member Profile Picture
    Community Member on at

    We have increased the memory but still no cases being generated for some users e-mailing the queue :(

  • Donna Edwards Profile Picture
    Donna Edwards 2,996 on at

    unpredictable and sporadic is one of the most difficult categories to troubleshoot because you can not reproduce the issue on demand.  If you are certain the user's email is getting to the queue, then continue to monitor the server for errors and see if you can track down the issue.  

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi Colinmc,

    Are the people for which cases get created already in CRM? (As Contacts, Leads etc.)

    For test purposes, let me know the result of the following tests:

    -set both emailaddress and lastname fields on Contact entity to a length of 254 characters

    - change the owner of the mailbox from which the cases are being created from Team to a specific user (ideally Admin)

  • Mohammed Fakhri Profile Picture
    Mohammed Fakhri 402 on at

    Hi,

    We are having exactly similar issue where cases are not getting created in CRM for certain users.

    Were you able to resolve this issue ?

    When I checked the logs, it is as below :

    --------------------------------------------------------------------------

    Exception generated at: 6/02/2018 12:58:37 PM
    Error Type: System.NullReferenceException
    Error Message: Object reference not set to an instance of an object.
    Error Stack Trace:
     at QueueItemCreatePostOperationPlugin.UpdateEmailSender(BusinessEntity queueItemTypeEntity, AddressEntry resolvedSender, ExecutionContext context)  ilOffset = 0x2C
     at QueueItemCreatePostOperationPlugin.CreateContactforUnknownSender(AddressEntry& resolvedAddressEntry, BusinessEntity queueItemTypeEntity, BusinessEntity convertRuleEntity, ExecutionContext platformContext, Boolean& isSenderKnown)  ilOffset = 0xA6
     at QueueItemCreatePostOperationPlugin.Execute(IServiceProvider serviceProvider)  ilOffset = 0x66F
     at V5PluginProxyStep.ExecuteInternal(PipelineExecutionContext context)  ilOffset = 0x28E
     at VersionedPluginProxyStepBase.Execute(PipelineExecutionContext context)  ilOffset = 0x8E

    --------------------------------------------------------------------------

    Alerts are also generated on the Mailbox.

    Adviser-Services-Mailbox-Alert.PNG

    please help.

  • Mohammed Fakhri Profile Picture
    Mohammed Fakhri 402 on at

    The issue resolved by changing the Last Name field length from 50 to 100 on Contact

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