Dynamics Community Forum Thread Details

Email Sync Not Capturing Most Inbound Emails - D365

We're ramping up for a production deployment for Customer Service, but a large issue with the inbound email sync is causing us some massive headaches.

We have created an "Inbound" queue and have tied it to a shared mailbox inbound-development@example.com.
The owner of the mailbox, queue, and case creation rules have been assigned to an administrator user with a full D365 license.
Running enable and test for the mailbox performs successfully with no errors or warnings
We are able to receive some emails from certain email accounts.
- Some of these accounts already have a contact in the system, others do not
- When emails are received, the proper case creation rule is followed and the case is created successfully
- Auto responses are sent out properly to the address that emailed in.
- All the proper activities and cases are created from the above
Most email accounts are not entering the system
- Some were caught by O365 Exchange's spam filter. Adding exceptions here and retrying did not work.
- When emails are not absorbed by D365, they sit in the shared mailbox's inbox, untagged
- No activities are created
- No cases are created
- There are no plugin trace logs created
- There are no mailbox sync issues listed in the dashboard
- There are no alerts in the queue's mailbox
- Downloading the queue's mailbox log doesn't reveal anything

I'm pretty much at a loss. For some reason it seems like these emails are being rejected due to some sort of qualification, but I cannot tell what it could possibly be.

If anyone has any insight, it would be highly appreciated. This is a complete blocker for us from rolling into production.

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