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E-mail appears in activities, but not in a queue

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Posted on by Community Member Microsoft Employee

Hi,

I'm new to Microsoft CRM.

I need to create one new support e-mail address and connect it to a queue. As this email should serve the same role as already existing one, I copied all settings of the existing queue.

And I have the next problem:

1. CRM connected to the mail box and "can see" incoming e-mails. They appear in Activities.

2. Incoming e-mails do not move to the queue (though it is associated with the right e-mail). It is even impossible to add activity to a queue manually.

Have anyone had the same problem?

Thank you in advance.

Version:

Microsoft Dynamics CRM 2016 8.0.0.1008

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Priyesh 7,392 User Group Leader on at

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RE: E-mail appears in activities, but not in a queue

Hi Anton,

Make sure your Queue is active. If emails are coming in CRM and not in queue, it means that your mailbox is working fine.

Can you also share a screenshot of your mailbox and queue record?
AHMET TANRIKULU 225 on at

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RE: E-mail appears in activities, but not in a queue

in ques select all ques in to two option, if not see the record, maybe you used same email address for another user or record, use queue email only in queue.

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