Emails from internal addresses not getting into CRM queue

(0) Share

Report

Posted on by Jorge S

Hi,

I've setup a queue and a record creation rule to create a new Case when an email arrives.

This works fine for external users, but when the Contact email address is internal, the email doesn't get into CRM and of course, the Case is not created.

The setting 'Track emails sent between CRM users as two activities' is active.

All senders are CRM Contacts.

Why emails are not getting into the queue with this setting enabled?

*This post is locked for comments

I have the same question (0)

All responses (9)

Answers (1)

Suggested answer

M I Mostafa 4,257 on at

Like (1)

Report

Hi Jorge,

Interesting challenge. One quick workaround that I thought of for you is to create a workflow on create of new email where the "to" field is set to the email address you want.

It will look something like this and it will satisfy your internal emails requirement:

Hope this helps! Please mark as verified answer if this answers your question.

Was this reply helpful? Yes No
Jorge S on at

Like (0)

Report

Thanks Mohamed, I cannot create this workflow as the email is never created in CRM.

Was this reply helpful? Yes No
Suggested answer

M I Mostafa 4,257 on at

Like (1)

Report

Ah sorry! I thought you meant the email is created in CRM.

This might be an obvious question but do you have Email server side-sync setup and configured? May be check the below guide to see if you got all settings in place:

www.microsoft.com/.../set-up-email-processing-through-server-side-synchronization.aspx

Was this reply helpful? Yes No
Jorge S on at

Like (0)

Report

Yes, it's created only for Contacts where the email address is external, but not when the sender contact email is same company as the CRM online instance.

Server sync should work fine as it takes some emails from the inbox.

Was this reply helpful? Yes No
Verified answer

Jorge S on at

Like (0)

Report

Hi, I had to modify the setting DoNotIgnoreInternalEmailToqueques of the OrgDBSettings to 'Yes'...even I had the checkbox mentioned above enabled.

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Hi Guys

We are having the same issue and are on CRM 2016 Online. So i cant get to the Db to make the above mentioned change. Please can someone assist.

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

For online you can change System Settings... Email...Track emails sent between Dynamics 365 users as two activities to yes. This worked for me. I know this has other ramifications but did fix the problem of internal emails not being processed into the queue.

Was this reply helpful? Yes No
Nyarango 10 on at

Like (0)

Report

If you are using automatic record creation rule do not tamper with the default configuration on case form. And it should work

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

OrgDBOrgSettings works for Online as well as On-Premise.

support.microsoft.com/.../orgdborgsettings-tool-for-microsoft-dynamics-crm

We also have a Codeplex solution that may be imported to CRM as a Managed solution (solution is now migrated to GitHub)

github.com/.../releases

Was this reply helpful? Yes No