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I have client that uses queues in crm 2011 for Case management. So the email attachments in CRM are created there via the email router as attachments to incoming emails. Occasionally users need to forward emails out of CRM along with attachments. They get complaints from crm contacts that a significant number of emails sent from CRM which are going out via the email router when opened on a client have empty attachments. This only happens where the top level attachment is an .eml file. I have replicated the issue in the following way: In Outlook , create a new email addressed to the crm queue address. Add an attachment which is another email you already received in your inbox which has also has an attachment . Use the 'Outlook item' method to add the attachment, then send it to the queue.
Open the email in CRM. The email has an .eml attachment which opens in your Outlook mail client. You can read the email and open any attachments. So far so good. Then forward the email from CRM to a mailbox where you can open the email in Outlook . The Email body and header and subject line all appear ok. The .eml attachment is named correctly. But when you click on the .eml file, it opens but everything is blank and there are no attachments. Testing would suggest the problem was caused by use of the Add Outlook Item method to create the original attachment sent to CRM. If that attachment is a .msg file and is attached using the Attach file method in Outlook , on sending to CRM an .eml attachment is still created in CRM but when the CRM email is forwarded out of CRM the eml file attachment is readable and the attachments are there.
Is there a fix or workaround ? I am attempting to replicate the problem in a system unconnected to the problem environment but having issues getting my email router connecting to my test pop account for the incoming profile. I'm hoping someone has seen this before and can save me some time.
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I found this which makes me think this was a bug in version 3.0 of the email router and it hasn't been fixed properly. support.microsoft.com/.../939811
It would great if somebody from the CRM dev team could tell me if this problem did recur in crm 2011 and if it has been fixed in a later release. The system I am having problems with has email router rollup 15 installed.
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Aric Levin - MVP
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