Email to Case creation - CRM mailbox as a user on a distribution list

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Posted on by G.Vetere

Hi,

We have a shared mailbox setup in CRM and the case creation set up against the mailbox. In exchange we added the mailbox as a member on a distribution list, emails are going to the DL and then into the mailbox, however CRM istn picking these emails up. my initial theory is because the TO address on the emails is no the same as the email of the mailbox. Can someone confirm this or is there another reason or a potentional work around?

THanks

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Alan Ericson on at

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Yes, you are correct regarding the address not be on the 'to' line of the email. Here is a solution to resolve the issue:

1. In Dynamics CRM, navigate to settings > customizations > customize the system

2. Expand entities > select the queue entity > form > new field > type = text > format = email

3. Name the field something like 'Secondary Email Address' and add to the form > save > publish

4. Open the queue record for the case creation rules > enter in the Distribution List address

The above steps will provide a second email address for the queue. Once the email enters, CRM will check the addresses on the to line, scan the emailSearchBase table for the records it resolves to, and it will find the queue record since a second email address was entered.

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