Exchange error processing of replied emails in the support mailbox

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Posted on by Elowy GrootCRM

We have a standard Dynamics 365 / Office 365 environment with a support shared mailbox that is queued in Dynamics.

Since a while replies on support mails are not processed to Dynamics anymore. The mailbox gives for these emails the following error: "Unknown error. Exchange server returned UnknownIncomingEmailIntegrationError -2147220891 exception". There are no email activities created for these mails.

However, direct mails to the support mailbox are processed very well and do arrive in the queue!

What I've tried so far:

I gave the support "user" an Exchange subscription
Deleted the Support queue (and user) in D365 and created them again, approved the email address and performed a test
Checked the owner of this mailbox; that is the global admin account, who has rights to access the mailbox

Suggestions would be greatly appreciated?

Thanks a lot!
Elowy

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Elowy GrootCRM 54 on at

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Found the solution; I had a process running that changes the sender address of new case related mails to "support". This was causing the error; the moment somebody replied on a case related email, the creation of that e-mail fails.

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