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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Forwarded and CC email...
Microsoft Dynamics CRM (Archived)

Forwarded and CC emails not going to queue

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Posted on by Community Member

We have a queue setup to capture all emails set to sales@abc.com.  It works great if you send an e-mail directly to that address.  There are a few scenarios however that do not work.

  • If you send it to say Webinar@abc.com which is a group alias that sales@abc.com is a part of
  • If it is part of an auto forward from another email.  We have info@abc.com which is setup in Office 365 to auto forward to sales@abc.com
  • If sales@abc.com is in the CC or BCC line

We discovered this because of this last scenario where we have a sales@def.com address that is set to auto forward in Office 365.  So, the To field isn’t technically sales@abc.com, so it doesn’t go to the queue as we wanted.

 

Our Queue Setup:

5482.queue.png

 

The Sales Mailbox setup in CRM:

3821.Mailbox.png

 

We are using Microsoft Dynamics CRM 2016 (8.1.0.359) and Office 365 for our Email.

I am not sure what setup I am missing.  Any guidance would be greatly appreciated.

 

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  • Suggested answer
    Rawish Kumar Profile Picture
    Rawish Kumar 13,758 on at

    Hello there,

    Looking at  the second screenshot i can tell the mailbox will never be able to receive or send email as i can see there is no server profile set and also the run status is failure.

    apart from it i dont see any reason why it will not receive an email if its in CC or BCC or afterward email.

    it doesnt matter where the email address is or its an autoforward. If the email crosses exchange it will come to CRM if mailbox is setup correctly.

    two things

    1. add a server profile to this mailbox and test and enable it and make sure the status is set to success for both incoming and outgoing.

    2. verify if emails are coming to OWA(outlook web access) of this mailbox.

    i hope this helps.

  • Community Member Profile Picture
    Community Member on at

    The odd thing is that the queue does get 95% of the emails.  The only ones not going to the queue from the emails inbox are the ones where the sales email address isn't in the To field directly.

    I am not sure how all of this works and wasn't the one who set any of it up.  Just now having to try to fix it.  I tried setting up a server profile, but not exactly what I was doing and couldn't get it test through successfully when added to the sales email profile in CRM.

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