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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / New Queue/Mailbox error
Service | Customer Service, Contact Center, Fie...
Suggested Answer

New Queue/Mailbox error

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Posted on by TedW 479

Hi,

I am in the process of creating a new queue and mailbox for a department in our company. The department currently deals with issues using Outlook and want to switch to Dynamics,

I successfully created the new queue, mailbox, case creation rules etc.

However, when I then tested and enabled the mailbox then approved it, every email in the departments inbox came in as a new case. There are over 1000. I diasbled the queue and deleted all the new cases before every email came in.

My question is, how can I enable the queue and mailbox again without any of the old emails coming in as Cases.

Thanks a lot

Ted

I have the same question (0)
  • Suggested answer
    Brandon Sambat Profile Picture
    Brandon Sambat Microsoft Employee on at

    Are the automatic record creation rules looking at the new queue mailbox?  I normally use the following when setting up a queue mailbox to work with dynamics. d365demystified.com/.../

    d365goddess.com/.../

  • TedW Profile Picture
    TedW 479 on at

    Hi Brandon,

    Thanks for your message. Yes indeed they are. I had followed the same process as outlined in our link.

    Thanks

    Ted

  • Suggested answer
    dian74 Profile Picture
    dian74 2,481 Most Valuable Professional on at

    Hi Ted, as you can see on the bottom of my article here, https://d365goddess.com/setup-mailbox-for-automatic-case-creation-in-unified-interface/: If you want these emails to be processed just like a new email would be, there are some steps you need to take. On the mailbox entity there is an out of the box field that isn’t visible on the form called ‘Process Email Received After’, so you’ll have to put it on the form first. This field allows you to pick a date from when you want to start syncing the emails into Dynamics 365. After you entered a date and saved the mailbox, you’ll need to approve and test and enable the mailbox. Keep in mind only emails that are marked as ‘unread’ will be processed. So if you don't want to process those old emails, just set the date to a later date.Or mark emails that you don't want to be processes as 'Read".

    Please mark as verified if helpful

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