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Hi,
I have a queue receiving emails, while the queue email's is not in the CC or the TO.
so the email was never sent to the queue.
its an email sent between employees (both are crm users)
this appear to be a random behavior.
is there other ways an email is added in a queue without any user action?
maybe there is an automated rule somewhere ?
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Hi,
the exchange shared mailbox has been verified, no email here.
but the owner of the email in the queue is one of the 2 people, yes.
so apparently the email has been "added" in the queue by this person, but I checked and he never did that.
I'm not sure if there is any config on his side which can explain this. (like in the outlook CRM addin)
Jerome.
If you open the queue mailbox, do you see the name of the one of the two crm users in the Owner or Regarding fields? Did you checked the Exchange Mailbox of the queue to ensure, those emails are not received there, which are inturn being promoted to CRM? There is a possibility that one of those user's have setup a rule in their outlook/exchange to forward incoming emails to the queue, have you explored this by any chance? i can't think of any other reason for why the queue would receive the email.
A workaround that you can apply is to modify the orgdborgsetting named "DoNotIgnoreInternalEmailToQueues" if you set this to False, it will ignore those emails and will not track them against the queue. You can change this setting using the tool available here - archive.codeplex.com
Thanks,
Shahid
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