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Issue with email sender when address corresponds to a queue

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Posted on by 2

Hi all,

I would like to ask you if you have encountered the issue I am facing and if you have a best practice to recommend for this scenario.

The scenario is this:

  • An email is received in Dynamics. The sender of the email corresponds to an address of an incoming queue inside Dynamics.
  • Dynamics looks for a contact or a user with that address and, since it does not resolve senders to queues for incoming emails, it creates a new contact. From that moment on, we have a contact and a queue with the same email address.
  • Every email received in the queue, in the "to" field will have both the queue and the contact in the step before, confusing the CRM users.

What is the best practice to avoid this scenario?

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  • Suggested answer
    Goloknath Profile Picture
    Goloknath 1,805 User Group Leader on at
    Issue with email sender when address corresponds to a queue
    Hi, It is a known scenario so to mitigate this you can write a plugin to tag the contact based on domain name of the incoming email to existing contact and deactivate the new contact after it created which is just a work around. Still you can reach out to Microsoft Support for more information. Thanks!
  • ShannonCRM Profile Picture
    ShannonCRM 500 on at
    Issue with email sender when address corresponds to a queue
    This issue has existed for as long as I have used Dynamics (2015).  
    Periodically I go and remove the additional contacts but they always come back.
  • Salee Profile Picture
    Salee 4 on at
    Issue with email sender when address corresponds to a queue
    It is an old thread, but I ran into it with same issue. My resolution was to deactivate contact. Sender is identified as inactive contact, but when it is a recipient it not resolved as contact, just as queue.

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