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Answered

CRM users can't send mail to a crm queue

Posted on by Microsoft Employee

In my helpdesk in crm, I use CRM On Prem 2016, I do not manage to send mail to this queue from a user in crm. All my contact manage to send and they all manage to create cases. All mail, booth from user and other, are being created a contact and then a new case from the mail. When I sending mail from my users, the mail never manage to come into my CRM server. I can't see it in "Activity" "all -email" and it never bounce back or give me any error message.

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  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: CRM users can't send mail to a crm queue

    I manage to solve this in a way. I changed the users e-mail address and then mail come in. Not sure I understand why, but it is working for now-

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: CRM users can't send mail to a crm queue

    I did try to approve again and can not see anything wrong on the mailbox for the "helpdesk" mailbox. It do work fine for all other then the few users I have in crm. All contacts do manage to send mail to the address/queue and all that is ok. It is just users that the mail just don't come in to the crm. The mail is primary smtp. I can not see any error on the mailbox..

  • Suggested answer
    Mahadeo Matre Profile Picture
    Mahadeo Matre 17,021 on at
    RE: CRM users can't send mail to a crm queue

    Hi,

    Did you try Approving email for Queue mail box, as well as check queue mailbox settings.. what is specified for incoming emails.

    Also you can test & enable queue email and try.

    docs.microsoft.com/.../mt622056(v=crm.8)

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