Infinite emails created after synchronizing exchange mailbox with CRM Queue

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Posted on by chakkay

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Hi CRM Peers,

I am facing an interesting issue. We have a production exchange mailbox which is configured with an email address through which all my customers send emails to my customer service team to resolve the issues.

As part of it, i have synchronized the mailbox with one of my CRM queue using server side sync. After i do test & enable, i see continuous inflow of emails from the mailbox to CRM. I am assuming, the mailbox is synchronizing all the emails it received till date to CRM.

My question is "Is it possible to only synchronize emails that the exchange mailbox received from now on (neglecting the old emails mailbox received) into CRM? That way i am not creating a case for all old emails received by mailbox in CRM.

Thanks

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Aric Levin - MVP 30,190 Moderator on at

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Hi Chakkay,

I am not sure if this is related, but we have a similar issue that has a continuous inflow of emails, when sending emails out. Emails are created in the draft folder and then recreated.

We had a couple of mailboxes overflowed with 10,000s emails. We opened a support incident with Microsoft, and per Microsoft they received multiple support tickets with the same issue. The are unable to determine the cause of the issue, and it has been escalated internally to the tech leads.

I am waiting to hear what the cause is, and if there will be a fix. If there is, I will post it here.

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Shidin Haridas 3,499 on at

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Following this thread..

I see the same problem Aric mentioned.

Emails getting created in the Draft folder.

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chakkay 594 on at

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Hi Aric,

I dont think your current problem is anywhere linked to the problem we are facing. But anyways thanks for responding.

Meanwhile, if you know the solution to my question: "After i synchronize crm queue with exchange online mailbox i see all past emails in the mailbox flowing into crm which is messing up my queue"

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Aric Levin - MVP 30,190 Moderator on at

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Sorry, misread the question. I will let you know if I have anything regarding your issue.

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chakkay 594 on at

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The answer is very simple. Change the date in the email server profile (Settings -> Email configuration) to current date. So all the emails will be synchronized starting from current date.

If you want to synchronize all emails from past 7 days, then set the date to last week.

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SumayyaAslam on at

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Hi, I received the same error. There is an email address for IT Help desk, that creates a ticket in Dynamics 365 as soon as it receives an email. Some how, historical emails created tickets in D365. There were no new emails in the IT Help desk inbox, but there were fresh tickets from old emails. I checked in the Settings -> Email Configurations -> Email Server Profiles, and the date was not set to the current date 25 Sep 2018, rather it was for 9 June 2018. So i changed it to today's date - hope it helps.

But I am still troubleshooting that what caused system to create fresh tickets of the old emails.

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