Dynamics Community Forum Thread Details

Receiving emails for inactive or merged contacts

Dear all,

my setup (CRM 365 on premise) is the following:

Email Server Profile SMTP / POP3 with a CMail Server to receive and sent emails to a queue in Dynamics.

Actually, all emails incoming into outlook are also created / forwarded in the related queue.

For one person a contact A with email address ABC was created. For the same person a second contact B was created with email address DEF. Since contact A was merged with contact B we never received any emails incoming from email address ABC. Note, that contact B was the "new" contact and A was merged and automatically deactivated. After some testing I reactivated contact A and new emails are processed correctly again.

But if I try to reproduce the error with my own email address and a 2nd email address, I do not face the issue. Maybe there is a small difference between both scenarios...

Is this behavior intended? Emails related with inactive or merged contacts aren´t created in the system? My testing says no, but in the case of the client it was like that.

I appreciate any help!

Thanks

Patrick

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