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Suggested answer

Auto reply not working

Posted on by Microsoft Employee

Hi,

I have setup Automatic creation of cases when an email arrives, that works perfectly fine, but i can't seem to get the automatic email reply working and for the life of me cannot find any log of it to track why it wouldn't be working, anyone have any ideas where to start?

Edit:

Forgot to mention that inbound emails and outbound from the email address itself work fine, tested this by manually sending emails from the account within the CRM and they work, and inbound is working as the cases are creating perfectly fine.

01306.Capture.PNG

  • Paul_Owen Profile Picture
    Paul_Owen 2,027 on at
    RE: Auto reply not working

    No worries, often a useful exercise just talking through the issue!

    Regards

    Paul

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Auto reply not working

    The user having the same email address as the Queue is actually just due to business expansion i guess, what was once a generic support@ manned by one person, turned into multiple people using the one inbox (should have been converted to a shared mailbox), then the CRM was finally introduced... long story short you actually pointed me in the right direction!

    After looking further into the duplicated mailboxes I performed the following steps,

    1) Removed the Queue and associated Mailbox.

    2) Checked incoming mail was been correctly assigned to the mentioned User as email activities

    3) Recreated the Queue and assigned the same email address

    Then i was back to the same problem of emails not been assigned to either the user or queue... but after reading the below link i realized that the global mail setting for "Set To, cc, bcc fields as unresolved values if multiple matches are found in Incoming Emails." was set to yes, after changing this to no, mail flowed through to the queue, cases created and automated mail was sent.

    That said it does show email activities now belonging to both User / Queue, I can live with that as it can't really be avoided due to initial design decisions

    https://support.microsoft.com/en-au/help/4339830/an-email-fails-to-be-created-in-dynamics-365-with-a-norecipientmatch-s

    I guess i just needed someone to bounce ideas off, thanks for your time Paul much appreciated.

  • Paul_Owen Profile Picture
    Paul_Owen 2,027 on at
    RE: Auto reply not working

    The Queue gets automatically created when you create an automatic record creation rule after entering the incoming email address, you'll notice the field is locked so not sure what would happen if you deleted that queue in terms of adding a new one, I suspect you'd have to delete the record creation rule and set up a new one. You can delete queues but you'll have to deactivate them and delete any queue items associated first. Why does a user have the same email  adress, is it not a generic email like support@ ?

    Regards

    Paul

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Auto reply not working

    It shows that the mailbox is still associated to the Queue, but clicking the mailbox did nothing so i jumped into the mailbox configuration and noticed that i actually had two mailboxes with the same name...

    Mailbox 1)

    Belongs to existing user and owner of the email address, all email activities show under this "profile" but the mailbox itself is no longer associated with the Queue.

    Mailbox 2)

    Belongs to the Queue but has no email address associated with it.

    If i try to associate the email address with the Mailbox 2 for monitoring it lets me know that i can only have one email address per mailbox (which exists on mailbox 1), if i change the email address associated with Mailbox 1 (can't remove it as it's assigned to a user) it will let me assign it to Mailbox 2, but emails are then "unresolved" with the red exclamation mark and don't show as been associated to anyone.

    I've looked everywhere i can think and nothing suggests you can create a new Queue or modify an existing queue and assign it to an existing Mailbox, which is what it looks like i need to do.

    Apologies if that is confusing, tried to clarify that as best as possible.

  • Paul_Owen Profile Picture
    Paul_Owen 2,027 on at
    RE: Auto reply not working

    Is your Queue still showing the associated mailbox and if you click it does it show any alets?

    pastedimage1583227761265v1.png

    Regards

    Paul

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Auto reply not working

    Hi Owen,

    Should have also mentioned that yes i have approved and enabled the mailbox for the queue, ran the test and enable and successfully receive the confirmation that it's working.

    Edit:

    I noticed this morning that cases had stopped creating now to and the emails have stopped entering the queue all together, the "To" address that is been monitored is now recognized as unresolved (i'm sure that's what the red exclamation mark is). The queue and mailbox still complete the incoming / outgoing test successfully, the emails can be searched under all activity's but no longer show as belonging to a user / contact / queue, and if i click the "To" email address it ask to lookup a record as if it doesn't exist, i assume it's due to that email address been unresolved?

    2a2da2da2d2ad.PNG

  • Suggested answer
    Paul_Owen Profile Picture
    Paul_Owen 2,027 on at
    RE: Auto reply not working

    How did you test the outgoing as it doesn't get sent from a User but a Queue, have you enabled outgoing mail on the Mailbox for the Queue?

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