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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Queue set up using sha...
Microsoft Dynamics CRM (Archived)

Queue set up using shared mailbox

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Posted on by ProTechs 85

We want to have a queue for all incoming support requests, and we want to have all email replies from that queue show the general email address (support@xxxx) not the agent or CRM user's email.

I created the queue but am having issues with the mailbox. The email account is a shared mailbox in Exchange and our Email Server Profile is set to authenticate using Credentials Specified by a User or Queue. Because the support email is a shared account, there are no credentials to enter.


Should I be using a different option for authenticating in the Email Server Profile? or is there a better way to accomplish what we're trying to do?

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  • Suggested answer
    DataMan Profile Picture
    DataMan on at

    Hi ProTechs,

    We recently had do some work around 'Resource / Shared' mailboxes. We have a number of teams who use 'Shared Mailboxs' for all their incoming mail, what we did in the first instance was setup generic accounts for each of the mailboxes, and then attached to accounts to each of the mailboxes (1:1). As we progressed the project we we're advised that we pay a month service fee for each account we have setup, so we needed to find a better way to setup our mailbox. Now we don't send from the 'shared mailboxes', we use a no-reply address which we route through an internal SMTP, but I believe the solution we found to save creating accounts for each mailbox will help you out.

    We first looked at impersonation, but we soon discovered this wouldn't work because there was no account impersonate. Our vendor who maintains our exchange environment found the following article:

    http://social.msdn.microsoft.com/Forums/exchange/en-US/559567a9-dec9-4b1c-bd00-deaece102bdc/ews-returns-error-failed-to-get-valid-active-directory-information-for-the-calling-account?forum=exchangesvrdevelopment

    Specifically, this point resolved the issue:

    1. In the Exchange forest, create either an AD Contact object or an AD User (disabled) and set the msExchMasterAccountSid to be the same as the objectSid for the corresponding account in ExampleDomain (ExampleDomain\ServiceAccount).

    So they created a disabled AD account in their domain (same name as ours) and followed the directions above.

    Hope this helps, let me know if you have any questions.

    We can now use the one account to access multiple mailboxes now, for risk mitigation we have limited it to 5 though.

  • AFTAB HUSSAIN Profile Picture
    AFTAB HUSSAIN Microsoft Employee on at

    Hello,

    Check this out.

    blogs.technet.com/.../winning-combination-a-shared-mailbox-in-exchange-online-and-a-queue-in-crm-online.aspx

    Hope this helps.

    Thank You !

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