Email to case auto response email not working

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Posted on by Wuoi

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I done the setup for the dynamics crm online together with online exchange as well the mailboxes which tested and enabled.

However after the system had create case based on received email, no auto-response email was sent to sender email. Inside the case i can reply the email and sender can received it.

Have no idea where to check, any idea?

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Aileen Gusni 44,524 on at

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Hi Wuoi,

Just wondering..

Have you checked the send email auto response?

And who is the queue owner?

If yes, then I think the issue is the Queue outgoing email setting, since the incoming one is okay.

And you can reply the email and send it is because using your mailbox (user mailbox) not queue mailbox.

Check first the checkbox and the queue outgoing test.

Hope this helps!

THanks.

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Wuoi 1,012 on at

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Hi Aileen,

I am new to Dynamics CRM I did not know where to check the send email auto response as well the queue owner. Can show me where to check and configure?

Thanks for pointing this out, i did not know there is 2 type of mailbox (user and queue). I thought all the mail send using 1 mailbox only.

thanks for helping, much appreciated.

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Aileen Gusni 44,524 on at

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Hi Wuoi,

Have you setting correctly?

missdynamicscrm.blogspot.com/.../calm-down-your-upset-customer-by-sending-an-auto-reply-email-in-CRM-2011-2013.html

And regarding to the Queue outgoing mailbox, you can go to the Queue that you use to create Case.

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Wuoi 1,012 on at

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Hi Aileen,

I think i configured it correctly as i checked against the link you'd shared which is similar settings. Where i did checked the auto response as well . Attached print screen the settings, due to the privacy issue i censored my organization name.

By the way when i logged on to the system there is notification indicates there are mail pending for sending for past 24hours, i think there are some pending outgoing but i do not know where to check.

Thanks for your prompt reply.

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Aileen Gusni 44,524 on at

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Hi Wuoi,

Check in your queue mailbox and set a run test.

Your case has been successfully created converted from email to case, so I suspect you have setup the Incoming setting correctly, so just need to setting the Outgoing for this Queue mailbox.

Thanks.

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Wuoi 1,012 on at

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Hi Aileen,

Thanks for the response.

I think problem lays on to CRM online itself, just now i tried to retest the mailbox using the enable and test suddenly all the previous mail response flow into my sender mailbox. Now the auto response seems work fine. Thanks for you prompt help.

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Community Member on at

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Hi Aileen,

I have tested both incoming and out coming mail using queue and also tested using send direct mail working fine.but a auto reply mail is not working for a new case creation.

I have using:

missdynamicscrm.blogspot.com/.../calm-down-your-upset-customer-by-sending-an-auto-reply-email-in-CRM-2011-2013.html

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Community Member on at

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Really Appreciate this hint, assisted me so much this midnight

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rajeshdeepak 5 on at

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Your blog post is decent and meaningful for new users. A title is very unique and content is powerful to attract the audience directly. Continue to write this type of article in the future for us. <a href="www.todayfirstevent.com/.../how-to-enable-auto-reply-in-gmail.html">How To Enable Auto Reply In G-Mail</a>

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