Dynamics Community Forum Thread Details

Dynamics 365 - Getting queue to work with an already existing Shared Mailbox

Hello everyone,

I'm trying to create a queue in Dynamics 365 (Enterprise, version 8.2) for all incoming e-mails from a shared mailbox (info@***.com). This shared mailbox already existed in our Office Portal (as a user and e-mailadress). In the portal, I went to Groups -> Shared Mailboxes and created a new one for our info@***.com mailbox (with at least one member associated to it). When I do that, it creates a new user for that mailbox. From there on I create a queue in Dynamics 365, activate and test the e-mailadress that gets created by the queue (which succeeds) but from there on nothing seems to work. No queue items are being made when I send an e-mail to the shared mailbox.

When I create a completely new shared mailbox (that doesn't already exist in the Office Portal) with the name test@***.com and then configure the queue in Dynamics 365 in exactly the same way, it works perfectly.

The only difference that I can see between the two shared mailboxes, is that our info@***.com mailbox is present in our Outlook and the test@***.com mailbox is not (it doesn't have any licenses).

Am I missing something? Are shared mailboxes required to have NO licenses in order to work in a queue? Is this problem only present in version 8.2? What is preventing the queue to receive incoming e-mails from the shared mailbox (info@***.com)?

I have asked this question in another group as well, but I still don't have an answer (almost a week ago). Any help would be greatly appreciated!

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