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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Individual emails are ...
Service | Customer Service, Contact Center, Fie...
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Individual emails are not synchronized with Dynamics mailbox

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Posted on by NicoSun 42

Hello,

We have implemented a ticket system with Dynamics Customer service.

the emails from the shared mailbox (outlook) are syncronized to a mailbox "Incoming requests" in Dynamics.  For this mailbox there is a queue "Incoming Requests" which is used for our case creation rule. Incoming requests are converted to tickets as required, but we have now noticed that 10-20% of the requests from Outlook are not sent to Dynamics. These are not responses related to a ticket, rather they are "new" tickets. Does anyone here have an idea what the problem could be?

  • Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    RE: Individual emails are not synchronized with Dynamics mailbox

    Hi NicoSun,

    Please refer to the two links below:

    https://dynamicsninja.blog/2018/03/14/some-emails-are-not-synced-to-d365/

    https://learn.microsoft.com/en-us/troubleshoot/dynamics-365/sales/troubleshoot-item-level-server-side-synchronization-issues

    By the way, do mailboxes often experience a large influx of emails at the same time?

  • NicoSun Profile Picture
    NicoSun 42 on at
    RE: Individual emails are not synchronized with Dynamics mailbox

    Hello Xavier Monin,

    we don't have any errors in our Mailbox. If the Emails are receiving the mailbox, everything works fine.

    There are no Plugins installled.

    I think the size is not the problem, because if we forward the email to the same Mailbox again, the email will be synced. to dynamics.

    It seems like the issue occurs random.... different times, different mail provider and different mail types (some with images, some without)

  • XM-22040801-0 Profile Picture
    XM-22040801-0 11 on at
    RE: Individual emails are not synchronized with Dynamics mailbox

    Hello,

    Do you have errors on the associated mail box in Dynamics ?

    Do you have plugins that run on Email ? Check the steps with "Create" message in "Synchronous" execution mode. If a plugin throw an error, the email will not be created.

    As Tina Silver mentioned, this may also be due to the size of the fields.

  • Tina Silver Profile Picture
    Tina Silver 175 on at
    RE: Individual emails are not synchronized with Dynamics mailbox

    A couple of things we have noticed:

    1. There is no 'To' in the email.  Our email addresses are either Cc'd or Bcc'd.

    2. The Subject is too long

    3. File size is sometimes an issue.  We haven't figured out why, because same size or larger emails come in just fine.

    We still have some that don't get picked up by Dynamics and I haven't figured out why.  Sometimes I change the Category to "Tracked to Dynamics" and they reprocess and get brought in.  Sometimes they don't.

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