web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM Online Incoming ma...
Microsoft Dynamics CRM (Archived)

CRM Online Incoming mail tracking for Office365 Shared mailbox

(0) ShareShare
ReportReport
Posted on by Pradeep Pawar 2,930

I am having test environment with CRM Online + Office 365.

There is one queue for which email address is assigned of shared mailbox. I used shared mailbox as I donot want to consume one license only for exchange mailbox.

Mailbox delegation on this shared mailbox is set for MY user account to 'Full access' and 'Send as' permission as well.

Email router is configured to track incoming and outgoing emails for queue, test access successful for incoming and outgoing status.

When I send test email from CRM, editing FROM content of email to Shared Mailbox, email goes properly and email activity gets created as well.

But when I go to recipient's Web app and reply to just received email, email gets received in Shared Mailbox OWA but email activity doesn't get created as'Received' in CRM.

Anyone face this issue?

*This post is locked for comments

I have the same question (0)
  • Pradeep Pawar Profile Picture
    Pradeep Pawar 2,930 on at

    Please let me know if my understanding of 'Shared mailbox' is wrong or not clear as well.

    Thank you in advance!

  • Suggested answer
    Satish Tiwari - CRM Profile Picture
    Satish Tiwari - CRM on at

    To track email from a shared mailbox there are a number of things that need to be set up for this to work, however it is possible.  Basically, the following needs to be in place for this to work:

    • The shared mailbox user account must be an enabled AD user, as well as a CRM user.

    • The CRM Outlook client must be installed and enabled for both the tracking user and the shared mailbox user.

    • The DelegateMailboxEnabled registry key must be set to 1 on both machines. (support.microsoft.com/.../953812)

    • The tracking user must have proper Security Role privileges to access the other user’s data.

    • The tracking user must also be able to access each of the following Outlook folders from the shared mailbox: Inbox, Contact, Appointment, Task.

    If all of the above are done correctly, you will be able to successfully track records in CRM from a shared mailbox.

    Additionally, you would also need below settings if you want to track contacts, tasks or appointments.

    • You must have Write access to the shared calendar, and read access to the contact, inbox, and task folders.  

    • If a user has a folder that contains some appointments that do not belong to the default calendar, you will find duplicate records in the default calendar folder in Outlook.  

    • The functionality also works on contacts and tasks. If you want the functionality to work with contacts, and tasks then you have to increase the read permission to also include write permission.

  • Alexnyho Profile Picture
    Alexnyho 15 on at

    Hi,

    Will this procedure work with a support mailbox as well? The reason I am asking is that the supportbox don't have any ownership, and therefore nobody has this mailbox on their client - regarding to:

    The DelegateMailboxEnabled registry key must be set to 1 on both machines. 

  • Ulrich Faden Profile Picture
    Ulrich Faden on at

    We are planning the same Scenario with Shared Service Mailbox, try to make it possible to track emails for Service colleagues directly in that Shared Mailbox.

    Maybe you can more precisely define the Terms:

    Shared Mailbox - Is it a "Full Exchange Mailbox" with given rights to others or is it a (e. g. Exchange Online) Shared Mailbox from Exchange having no real user but only the granted rights? Or is ot the same?

    What do you mean by "on both machines" as the "Service Mailbox" has to dedicated machine.

    To find a solution for that Scenario would be really fine and i hope to unterstand fully what has to be done.

    Thanks Ulrich

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the November Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > 🔒一 Microsoft Dynamics CRM (Archived)

#1
SA-08121319-0 Profile Picture

SA-08121319-0 4

#1
Calum MacFarlane Profile Picture

Calum MacFarlane 4

#3
Alex Fun Wei Jie Profile Picture

Alex Fun Wei Jie 2

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans