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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Inbound Emails with mu...
Service | Customer Service, Contact Center, Fie...
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Inbound Emails with multiple recipients (users/queue) only one Email record created

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Posted on by Vikesh 40
Hi all,
 
I have an issue with inbound emails with multiple recipients where only one email record is being created in CRM. 
 
For example:
An email is received with three recipients: user1@mail.com user2@mail.com queue1@mail.com each with a corresponding mailbox in CRM. 
 
When the email is created in CRM, I am only seeing one email record with the "Receiving Mailbox" field set to one of the three mailboxes above (randomly assigned). I tried sending the same email multiple times and noticed that the Receiving Mailbox seems to be set randomly to one of the three mailboxes.

Previously, we had multiple Email Messages being created in CRM, one for each of the recipient mailboxes but this is no longer the case.
 
Does anyone know if there is a configuration setting that I need to change somewhere to re-enable the previous functionality?
 
Or any ideas on how to achieve this requirement?

Thanks for your help! 
  • Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,849 Moderator on at
    Hello Vikesh,
     
    I am not sure but you can try one setting, this is related to tracking email between D365 users.
     
    Navigate to System Settings -> Email -> Set tracking options for emails between Microsoft Dynamics 365 users and ensure that the setting is on.
     
     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
    If you have further questions, please feel free to contact me.
     
    Best Regards,
    Daivat Vartak
  • Vikesh Profile Picture
    Vikesh 40 on at
    @daivat 
     
    Thanks for your suggestion. 

    I have tried the "Track emails sent between Dynamics 365 users as two activities" flag but it doesn't help.
     
    My issue is for tracking inbound emails from CRM contacts, not CRM users.
  • BernardV Profile Picture
    BernardV 2 on at
    Having the same issue. Did you make any progress solving it?

    I partly worked around it by making the default team of the Queue's Business Unit the owner of the Queue. This way the Users in that BU (that at least have read access at BU level) can always access the Emails sent to the queue.

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