We are in a CRM 2016 v8.2 environment On-Premise (8.2.2.112) using Server-Side Sync.
Users report that sometimes they receive old mails in the queue.
In CRM they are marked as if they just arrived in the system based (createdon) on the audit history on the email record:
But in fact the users has sent it already 3 months earlier as we can see in the "actualend" field. So now it happens that Customer Service Agents reply to 3 months old emails.
I checked one of the queues where the problem occurred (but it happens on all queues / mailboxes) and there was no change in the last years:
I checked with the Exchange team and they confirmed that the mail was received on the time that the client has sent the email. So the problem must be somewhere between Exchange and CRM. So probably the server-side sync.
After I checked the database if there were more emails with the same problem and it seemed so. Some emails take 258 days to arrive in the CRM.
I used the following query to come the the above screenshot:
SELECT subject as 'subject', directioncode as 'directioncode',ActualEnd as 'sent on (actualend)',CreatedOn as 'in crm since (createdon)',DATEDIFF(d, actualend, createdon) as 'delay in days', SubmittedBy, ToRecipients
FROM email (nolock)
WHERE actualend > '2018-01-01' -- only check emails after 2018
AND DATEDIFF(d, actualend, createdon) > 1 -- that arrived more than 1 day later in CRM
ORDER BY [delay in days] desc -- in order they arrived in CRM
Extra details:
- There is no outlook client or any other option for users to track emails manually. All emails enter the CRM trough the Server-Side Sync;
- There are no workflows on create of email that are in status waiting;
- There is no plugin registered on the Create of an email;
- It happens not only on 1 or multiple specific queues. It happens both for personal queues and public queues.
- It does not only happen for emails coming from outside the organization. The problem also happens for emails sent within the organization;
Does anyone has any idea? All help / tips are welcome.
Is there a way for me to know which emails are queried by the server side sync and why some are picked up immediately and others are not?
Many thanks in advance.
Kind regards
Sven V.
