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Hi
I just took over a customer who is using Dynamics 365 Customer Service. They have set up an email queue that is supposed to sync all emails coming from a shared exhange inbox. Most of the emails are synced, but for some reason some of the incoming emails are not. I have tried to find any common issues regarding unsynced emails, but now it seems kind of random. Any idea what the issues could be, or how I can troubleshoot to find it? Is there a way to see syncing errors?
Hi K3000,
There are a few different things we would want to review for troubleshooting intermittent incoming email issues.
1. Enable alerts for emails so we have more information on the mailbox record.
A. As a user with the System Administrator role, access the Dynamics 365 web application.
B. Navigate to Settings and then click Email Configuration.
C. Click Email Configuration Settings. The Email tab should be selected by default.
D. Within the Configure alerts section, check the options for Error, Warning, and info.
2. After enabling the alerts, open the mailbox record for the queue and check the alerts section on the left hand side. If any future emails are missed check for any errors or warnings that had occurred shortly after the email was received in the shared Exchange mailbox. Typically if an error occurs the relevant details will be displayed here.
3. If you are running any plugins, workflows, or processes synchronously on email creation and one of those processes fail it will block the email record from being created. You can disable or switch these processes to run asynchronously if you suspect an issue here and monitor further.
4. If you are able to reproduce the issue for an on-premise environment you can run a platform trace on the async service for more information. For an online environment you can reach out to Microsoft support to review more detailed backend logging as well.
If you don't see a clear issue or if you need assistance with troubleshooting this further please open a case with Microsoft support and we can assist further.
Thanks,
David Treleaven
Microsoft
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