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Creating Case from Email took 4 hours!

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Posted on by Community Member Microsoft Employee

Hello

I hope I'm explaining this correctly, so here goes...

We went through the process of 'Automatic Record Creation and Update Rules' and It took roughly most of the day for the email mailbox to do it's tests but finally got an email;

'Incoming Tests Support CRM:0006014, If you receive this, support works'

So, to test this again, we sent an email to the mailbox to see if this will create a case from email to which it did, but only 4 hours later.

Is there some sort of interval time behind the scenes or a setting we missed?

Kind Regards

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Community Member Microsoft Employee on at

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RE: Creating Case from Email took 4 hours!

Update: Found out that you have to change the polling intervals but we could only change those advanced options if Exchange Server (Hybrid) or POP3/SMTP Server are setup but not Microsoft Exchange online (see image below), which we are using.

I understand that when less emails are sent, the polling interval expands but with more frequent emails, it will increase. In our case it can vary from 20 min to 3 hours which is already over the default max time of 15 min.

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