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ReportGood 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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