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Auto responding with email from shared mailbox

Posted on by 30

Hi,

I have an Office 365 shared mailbox setup to receive support calls. When an email is received I have workflow configured to create a case.I have "other actions" set to create a queue item for the case and to send an internal email notifying us of case creation.

I have also checked the "autoresponse email"  using the Case Auto Response tenplate.

Everything appears to work fine, except that the emails are almost never sent. 

In the System Job viewer I see this result for a new case coming in:

pastedimage1591317729257v1.png

Clicking the email properties shows "This message has not yet been submitted"

pastedimage1591317812093v2.png

I imagine the problem is that we're tying to "send as" the shared mailbox. The Test and Enable activity on the mailbox completes successfully, and every now and then an email does get sent correctly. But most of the time I just see errors authenticating. If I specify credentials in the mailbox it pops a message telling me they are not required.

Is this the wrong way of doing this using a shared mailbox? Should I be using a mailbox account instead?

Many thanks

John

  • Suggested answer
    Apajove Profile Picture
    Apajove 30 on at
    RE: Auto responding with email from shared mailbox

    I've shifted this all over to Flow and am getting good results, so I've dropped this now.

    Thank you for your help.

  • Apajove Profile Picture
    Apajove 30 on at
    RE: Auto responding with email from shared mailbox

    Thanks Yoshika,

    I see this as an example error message:

    pastedimage1591345941204v1.png

    ActivityId: 63a5bdc1-02f3-4bc3-a07b-df23122c56ea
    >Error : System.Web.Http.HttpResponseException: Processing of the HTTP request resulted in an exception. Please see the HTTP response returned by the 'Response' property of this exception for details.
    at Microsoft.Crm.Asynchronous.EmailConnector.RestExchangeClient.SendOutgoingEmail(OutgoingEmail outgoingEmail, Boolean saveOutGoingEmailToExchangeSentItems)
    at Microsoft.Crm.Asynchronous.EmailConnector.ExchangeServiceOutgoingEmailProvider.SendEmailsWithoutBatching(IList`1 emailMessages)

    It's pretty odd though. Shortly after I posted this message last night I saw a flood of emails sent successfully, having changed nothing overnight, it's not working this morning though. I see this error when I run the test and enable task.

    John

  • RE: Auto responding with email from shared mailbox

    We can send an mail by queue of shared mailbox.
    We can also use a queue for the shared mailbox's address and send an e-mail in the workflow.

    Is the target queue public or private?
    If it is set to private, sending mail to the public will fail.
    I may also find out if you share the details of the authentication error.

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