Alias email address queue set up issue

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Posted on by gowthamtalluri

Recently we are implementing case management in our organization, and we ran into an issue. Emails are not getting into CRM for outlook alias emails.
Example :
Our primary email is - support@ourcompany.com
secondary email (alias) - technicalsupport@ourcompany.com

In CRM we have created a queue for secondary email (technicalsupport@ourcompany.com). But emails are not getting received to the queue.

Kindly please advice.

Categories:

Queues and Routing

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Johnny Gong 6,482 Moderator on at

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Hi gowthamtalluri,

I get what you meat that you secondary mail message haven't be auto routed to queue.

I want to get some more details on this issue that have you successfully tested and enabled your secondary Mail Box?

If you have successfully tested and enabled your mailbox , could you see any mail activities on social panel(already checked 'Convert to activities' as follow)?

Regards

Johnny

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gowthamtalluri 32 on at

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Hi Johny,

Thanks for the response.

Yes, we have tested and enabled our secondary mailbox. I don't see any incoming email activities in the queue.

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Johnny Gong 6,482 Moderator on at

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Hi gowthamtalluri,

I have repro your issue. I tried to add 2 queues , one tracking primary mailbox and another for secondary mailbox(Alias Mailbox).

And I sent mail from primary mailbox to secondary mailbox from Outlook. And the mail is only tracked in primary mailbox queue regarding Test3 pic

I also tried to send mail from another domain's mail address to secondary mailbox. While the mail is also tracked into primary mailbox queue regarding Test4 pic.

So I consider if anyone sent to secondary mailbox(Alias Mailbox) , D365 will consider the mail is sent to primary mailbox which could only be tracked by primary mailbox queue.

Test3:

Test4:

Primary Mailbox Queue Result:

Hope the above info could help.

Regards

Johnny

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