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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Same mailbox across tw...
Microsoft Dynamics CRM (Archived)

Same mailbox across two environments

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Posted on by Ste Tyrrell 5

Hi all, We have a customer with two D365 environments, one is being used as a standalone environment for processing applications with an external portal, and the other is a Case Management System. All emails are sent from the Applications environment using a specific mailbox. In the Case Management environment, the customer would like to use this mailbox as a Queue for creating cases. Is it possible to use the same mailbox across two environments? We will obviously have to put in some sort of fix for tracking etc to avoid duplication or confusion between systems, but other than that would there be any further issues? Our alternative option is to create a forward mailbox if it doesn't work and operate that way.

Important to note, in one system the mailbox is a User Mailbox, and in the other it's just a Queue mailbox if that makes a difference.

Any suggestions would be much appreciated.

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  • Ste Tyrrell Profile Picture
    Ste Tyrrell 5 on at
    RE: Same mailbox across two environments

    Important to note, in one system the mailbox is a User Mailbox, and in the other it's just a Queue mailbox if that makes a difference

  • Suggested answer
    Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at
    RE: Same mailbox across two environments

    Hello,

    Unfortunately a CRM Mailbox can synchronize with only one Exchange Mailbox at a time (and the other way around). If there were multiple mailboxes synchronized the application can't tell which email should go where.

    I think you could look at following workaround: use a email forwarding rule (not sure if by forward mailbox you mean the same thing - as CRM also as something like that whereby it forwards emails as attachments) which forwards emails to a 2nd mailbox where you track them into the 2nd CRM Organization. However with this approach you will probably lose the sender information (not sure if this can be bypassed)

    Hope this helps,

    Radu

  • Ste Tyrrell Profile Picture
    Ste Tyrrell 5 on at
    RE: Same mailbox across two environments

    Thanks Radu,

    I might have to get the customer to compromise, and disable incoming mail for the environment that uses it as a User mailbox, as we could get away with just using it for outgoing mail. Then hopefully it should work as a Queue Mailbox in the 2nd environment. Will need to be tested of course.

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