CRM not receiving emails which are forwarded by another mailbox.

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Posted on by Community Member

Hi All,

I have a queue setup in CRM with its mailbox. We are using Exchange online with CRM online. If we send emails to the queue email, we receive it. Now the client told us that there is another mailbox with a different email address which forwards all incoming emails to the queue's mailbox. CRM is not receiving those emails which are being forwarded by the other mailbox. Do I need to delete and re create the existing mailbox as a forwarded mailbox?

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Omar Hussein 15 on at

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RE: CRM not receiving emails which are forwarded by another mailbox.

Did you solve it? I have the same issue

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Community Member on at

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RE: CRM not receiving emails which are forwarded by another mailbox.

Hi, it is not purely a forwarded mailbox so we did not configure it as a forward mailbox. We opted to use transport/redirection rules to add the actual email address in the To field of the email.

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Andreas Cieslik 9,267 on at

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RE: CRM not receiving emails which are forwarded by another mailbox.

This is a very useful guide to understand how the Forward Mailbox works in CRM and how to configure it correctly:

consultantabhishek.blogspot.de/.../configuring-forward-mailbox-in.html

Have you done a similar setup? Does your Queues Mailbox use the Forward Mailbox as incoming mailbox configuration and have you configured the forwarding rules for it?

Also good explanation here:

neilparkhurst.com/.../mb2-710-forward-mailboxes

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