Server Side Sync & Distribution Lists

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Posted on by CRM Konrad

Good Day,

I have a scenario I’m hoping someone can help me come up with a creative solution for. I am using Server Side Sync on an on-premise CRM instance to connect to a full-fledged on premise exchange mailbox that is attached to a queue where all incoming e-mail is converted into an e-mail activity. The mailbox e-mail [client1@abccompany.com] is approved and the inbound test is successful.

If e-mail is sent directly to client1@abccompany.com the e-mail is quickly created as a record in CRM.

However, if an e-mail is sent to client1support@abccompany.com where client1@abccompany.com is a member of that distribution list the record is not created in CRM. The e-mail appears in the client1@abccompany.com mailbox but is not picked up by CRM.

Perhaps I made a mistake reading technet articles that said “distribution lists” are not supported to mean I could monitor a member mailbox but not the distribution list address.

I’m using individual mailboxes not a forwarding mailbox because each address/queue represents a specific customer who is instructed to send e-mails into a personalized address for support. I have a workflow that based on the queue the e-mail arrives in it is set regarding that queues account [a lookup custom field on the queue].

I thought about a forwarding rule in the client1@abccompany.com mailbox to a second mailbox CRM could monitor but I would lose the “from” and ability to reply in CRM.

I thought about a redirection rule in the client1@abccompany.com mailbox to a second mailbox CRM could monitor but that seems like poor form and may get me into spam identification trouble.

I’ve recreated this behavior in a CRM Online/Exchange Online environment as well.

Does anyone know if I would have more luck with the e-mail router handling distribution list members? I hope I am overcomplicating this.

Thank-you in advance.

Konrad

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ScottDurow 21 on at

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Hi,

You are not complicating it ! The only way to do this as far as I know is using a forward rule as you say or configuring the DL as a mailbox.

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Manoj Batchu 1,691 on at

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Hi,

Hope you have added DL as a Queue and approved for Email processing. If Not, please try creating a queue with DL Email Address [client1support@abccompany.com].

Let us know the error message logged in Event log.

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CRM Konrad on at

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Thank-you very much Manoj that took care of my issue.

For those coming across this at a later date: If you have an exchange mailbox that is part of a distribution list and you want e-mails that are sent to the distribution list to appear in CRM you will need a queue and mailbox for the exchange mailbox plus a second queue only with the incoming email matching the distribution list address and the e-mail approved. The mailbox that is created when you create the distribution list queue does not need to be configured it can be left alone. I got this to work both on-premise and online with server side sync.

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Manoj Batchu 1,691 on at

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Glad to hear it worked.

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UncleSpeezy 100 on at

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I am having a similar problem:

Background - We have a DL ( Support@company.com) and we have a mailbox (support2@company.com) that we set the queue up for. The mailbox is a part of the DL however the emails sent to the mailbox from the DL do not hit the CRM queue as you have described. I added a queue for just the distribution list email and approved email..

I have not seen a change. Am I potentially missing a step?

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