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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Is there a way to stop...
Microsoft Dynamics CRM (Archived)

Is there a way to stop emails that are brought in by a queue from auto creating contacts?

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Posted on by Justin822 815

We have a custom queue that is set up for incoming email. There is no user in our system with the same email address as this queue. However, when this queue receives email from an address that it cannot resolve to a user or contact in the system, CRM automatically creates a new contact. Is there a way to turn this off? I have verified that this option is turned off for all users. We are using CRM 2011 On Premise. Thanks.

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  • kinwood Profile Picture
    kinwood 335 on at

    Go to File ----> CRM options ---->Email Tab

    unselect "Automatically create records in Microsoft Dynamics CRM"

    Rinse and repeat for each user :)

    We had the same issue

  • Justin822 Profile Picture
    Justin822 815 on at

    Unfortunately, these are not users. They are queues. There is no user with this email address in our crm system and I have verified (by checking the autocreatecontactonpromote field in the usersettingsbase table in the database) that no user has that option turned on. The emails that come into the queue, still turn any un-resolved email address into a contact.

  • Pat Buskey Profile Picture
    Pat Buskey 1,540 on at

    I had this very same problem, but I had a queue and a user with the same email address.  In my case the queue was just a test queue to play with (new to CRM).  Once I removed the email address from the queue the problem went away.

    I am curious as to the answer to this issue.

  • Ana Felix Profile Picture
    Ana Felix 25 on at

    I have just seen this question.  You can stop creating contacts from the queue, this is a permission located in File-CRM options-Email tab..  And like you say, you dont have a user with the same email address like the queue, so you couldn do it.. But this is not necessary..

    This error happened to me, and the way to solve it is:

    You have to change the permission (unselecting) Create Contacts in (File-CRM options-Email Tab), in the user that is OWNER of the queue. This way you could stop creating Contacts from unresolved contacts or users.

    Now I have a problem.. I want that more than one user can reply every incident in the queue with the same email address of the queue automatically.. but the options are limited... any tips?

  • Justin822 Profile Picture
    Justin822 815 on at

    Actually, the owner of the queue is a team and not a user, so I can't log in as them. However, as stated in a previous reply, I have checked the user settings via the database and that option is turned off for all users. Therefore, the problem cannot be that a user has that option turned on.

  • Suggested answer
    Mark Underhill Profile Picture
    Mark Underhill on at

    I found that I had to login in the Admin user (who I saw was creating the contacts) and set its email setting to not create contacts automatically.

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