E-mail Router Rejects E-mails based on Duplicate E-mail Message IDs

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The fact that the CRM E-mail Router rejects messages which have a duplicate Message ID makes sense but is troublesome for a client of ours. They have an e-mail call centre and from time to time, e-mails will not reach CRM due to the fact that an e-mail is received from a sender with a Message ID which already exists in CRM. My limited knowledge of Message ID's in e-mails indicates is that these should always be unique and should be set by the originating mail client system, but I have seen e-mails (sent from the same sender) which have different subjects, attachments and descriptions, but which have identical Message ID's and these are always rejected by the CRM e-mail router.

Perhaps anyone in the community who has experienced similar can let me know if they 1. managed to determine the cause of duplicate Message ID's on e-mails or 2. If they were able to somehow alert the business to this potential problem, before the duplicate e-mail just doesn't get attended to within SLA timeframes.

Thx

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Hi Neil,

unfortunately I can´t help, because we got the same troubles in our deployment. The problem is exactly the same as yours.

It´s quite a long time to your post. But do you have any solutions meanwhile?

BR

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Hi Benjamin,

No unfortunately we were not able to do anything about this default behaviour.

Neil

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OK. Thank you for your quick reply.

Ben

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Hi Neil,

I've experienced this on a previous project where the external customer decides to send the email to multiple recipients, where more than one of those recipients has automated incoming email processing for your CRM.

Let's say Customer sends email to Queue A and CC's Queue B, when the email hits both Exchange mailboxes, the email has the same Message ID. At the point of CRM picking up the email, the copy of the email to Queue A is processed, but the copy of the email sent to Queue B isn't because the ID already exists in CRM.

The good thing about this is that the email definitely arrives in CRM, with its intended recipients, and although only one copy is processed, if you're using Automatic Create & Update Rules it creates a Case in each Queue. The bad thing is that the second Case doesn't contain a copy of the original email, and of course, the fact that you're seeing errors on the processing which makes you believe emails are "missing" from CRM when they're not.

Hope this helps!

Aaron

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Hey Aaron,

in our case the email sent by customer got recipient in cc. But thats not a queue mailbox. The recipient in cc is an exchange mailbox outside CRM. I checked the email database table in Dynamics CRM and found same MessageIds to completely different emails.

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