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15I have a customer service mailbox (shared mailbox) that sits on an Exchange Online instance that is outside of my O365 tenant where I have Dynamics CRM hosted. I want to create a queue that is connected to this mailbox and have it automatically create activities and cases using Dynamics CRM's server-side email synchronization. My customer service agents should then be able to view available queue items and act on customer issues within the Customer Service Hub.
When configured in our non-production environments, the email/case creations are successful because they are using a shared mailbox that is hosted on an Exchange instance found in the same O365 tenant as our Dynamics CRM. In our production environment, this is not working when trying Exchange Online, POP, and IMAP connection types on the Email Server Profile (ESP).
Short question: how do I get server side sync to happen with an IMAP, POP or Exchange Online connection while another connection (Exchange Online) is working? Using Outlook for synchronization is not an option for me.
Details:
In my organization, we have multiple Office 365 tenants. According to the Microsoft docs (https://docs.microsoft.com/en-us/power-platform/admin/supported-email-service-configurations-server-side-synchronization#unsupported-email-service-configurations), only an Exchange Online instance that resides in the same tenant as Dynamics CRM is supported. So I cannot have two Exchange Online connections in my environment. Ok, there's gotta be another way, or so I thought.
For the sake of this question, let's call the Exchange Online instance that is set up in the same Microsoft/Office 365 tenant as CRM as our Connected Exchange instance. And let's call the other one outside of our O365 the Guest Exchange instance. The Connected instance is using an Exchange Online ESP, and it appears to work flawlessly.
My ideal is to use a mailbox to manage credentials. The mailbox for the queue is set to "Server-Side Synchronization or Email Router" for both incoming and outgoing email. The box for Appointments, Contacts and Tasks is greyed out but looks to be "Microsoft Dynamics 365 for Outlook".
Here's what I tried, all without success:
- Add a POP/SMTP ESP for the Guest instance, assign credentials to the queue for the mailbox, approve the mailbox, and leverage CRM's ability to use these credentials for syncing the mailbox. This sends the "welcome, your account is synced" email to the mailbox. No sync.
- Add a IMAP/SMTP ESP for the Guest instance, assign credentials to the queue for the mailbox, approve the mailbox, and leverage CRM's ability to use these credentials for syncing the mailbox. This sends the "welcome, your account is synced" email to the mailbox. No sync.
- Repeat steps 1 and 2, except attempt to set credentials at the ESP level. This failed as expected since the account does not have impersonation privileges. No sync.
- Deactivate the Record Creation and Update Rules just to see if it would at least create the email activity. No sync.
In the synchronization monitoring dashboard, I get no errors on the synchronization. I can see the emails going to the shared mailbox in the Guest instance, so I know CRM has the correct connection settings and can use it. I see nothing in the System Jobs view that indicates failure. Looking at the "All Activities" view in the Activities main view, I see nothing there.
What configuration should I be using to get server-side sync working on both email server profiles?
Thanks.
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