Queued mailbox creating queue items for Received email record AND Sent email record

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Posted on by taliss

I have a queue which is setup to create queue items from email sent to a shared mailbox.

The problem is that, when an email is composed in Outlook, tracked in Outlook using the CRM plugin, and then sent to the shared mailbox, two queue items are created in CRM:

- One queue item for the sent email record which was created by the sender when they tracked their outgoing email in Outlook, and

- One queue item for the received email record which was created by CRM when it detected the received email in the shared mailbox.

I understand the logic behind why there would be two email records in CRM (one record indicating that an email was sent, and one indicating that an email was received).

But how can I setup the queue so that it only creates a queue item for the received email record?

Having two queue items for a single email message causes serious problems for high-volume queues with tight SLAs.

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taliss 5 on at

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RE: Queued mailbox creating queue items for Received email record AND Sent email record

Hi Leah,

Unfortunately, these steps appear to be for Case management.

The topic is about a CRM queued mailbox creating queue items for emails coming into the mailbox, and how the queue items should only be created for "received" emails, and not "sent" emails.

Do you know what are the steps to filter in this situation?

Thanks
taliss 5 on at

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RE: Queued mailbox creating queue items for Received email record AND Sent email record

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Community Member Microsoft Employee on at

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RE: Queued mailbox creating queue items for Received email record AND Sent email record

Hi taliss,

For step4 detailed information:

(1) Go Queue view and select the queue record you need, open the form.

(2) Move to ‘RECORD CREATION AND UPDATE RULES’ sub-grid, click ‘’ icon and select ‘Add Exisiting Record Creation and Update Rule’ button.

(3) In right of the page, you can select rule that you just created.

(4) The rule will be appear in the sub-grid.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
taliss 5 on at

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RE: Queued mailbox creating queue items for Received email record AND Sent email record

Hi Leah,

This looks promising, thank you!

Could you provide more clarity regarding the last step #4?

It states: "add it to the queue", but the screenshot doesn't really show the steps to add it to the queue, but looks like it just shows the status?

What are the specific steps for adding the rule to the queue?

Thanks
Community Member Microsoft Employee on at

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RE: Queued mailbox creating queue items for Received email record AND Sent email record

Hi taliss,

You can create a record creation and update rules record to achieve it.

Here are my steps.

1.Create a record creation and update rules record.

2.After Clicking save button, set condition.

3.save and Active the rule.

4.add it to the queue

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.