Dynamics Community Forum Thread Details

Incoming email sync issue with Dynamics CRM online and Exchange online

Hi,

we are facing a very strange issue with email sync with Dynamucs CRM online and exchange online.

we have a user who have Professional Licence and Exchange Kiosk licence for email, and he is Global Admin with all rights.

when i configured email to activity scenario everything worked great , mailbox configuration displays success message for both incoming and outgoing. when send email to anyone it worked fine but when we receive any email the mailbox display an alert something went wrong. any help ? 73013.Capture.PNG

Microsoft support team resolved it few months ago but it appears again. i've been chasing microsoft team from two weeks for support but there is no luck there is no option in O365 portal to raise a service request to microsoft dynamics crm team, every request is going to o365 team and they dont even have a clue to what the have to do.

Hello Deepak,

Check if the Owner of the Mailbox have (in their allocated role) permissions to create activities and queue items.

Open queue settings and there should a drop down “Convert Incoming Email to Acitivites” under Email Settings section.

Select “All email messages” option from that dropdown. Looks like you have currently got “Email messages from CRM Leads, Contacts and Accounts”

Regarding your case always getting routed to O365 team, Please ensure to Select "Dynamics 365" while creating the case.

You can follow the below mentioned steps to reach Technical Support By creating a New Support Request by following the below mentioned Steps:

Go To Admin Center

Under Support Click on New Service Request

Select Dynamics 365

Under Identify the Issue Select Relevant "Feature" and "Symptom"

Enter Issue Summary and Provide Issue Details

Click Next -> Yes, Continue

Is your Service Unavailable

How Many Users Afftected

Enter an email address of someone affected by this issue: (I would Suggest email address of Admin User who is available to troubleshoot depending on the timezone from where the Service Request is created)

Click Next -> Provide the Contact Number.

According to the Cloud Solution Provider Frequently Asked Questions Document, the

Initial response times (IRT) depend on the severity of the incident submitted. The severity of

an issue is set by indicating business impact when you submit the SR.

Initial response for technical break/fix incidents, defined by Business Impact:

• Critical Impact (Sev A): 2 hours

Significant loss or degradation of services. Production services down

• Moderate Impact (Sev B): 4 hour

Moderate loss of degradation. Production services partially impacted

• Minimal Impact (Sev C): 8 hour

I hope this helps.

Thanks.