CRM Email creating an Inactive Queue Item

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Hello,

We recently set up ticketing system to put incoming emails into a Queue. The emails are going to the queue, but the queue item is defaulting to "inactive", so we cant do anything with it. Any ideas as to why this is happening? Any help would be appreciated. Thanks!

Chris

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Rawish Kumar 13,758 on at

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Hi Chris,

I feel there is some action being taken on these emails and once done system is making them inactive.

do you want to check if there any rule or workflow running on queue item or specifically email?

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Community Member on at

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Rawish,

There are no workflows running for queue items or emails

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Syed Ibrahim 6,257 on at

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Can you check your incoming email any workflow or plugin associated to this queue inactive upon the new mail is received.

Hope this helps.If the suggestion resolved your query .Pls mark it as answered/verified to close the thread.

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Karsten Wirl 4,477 on at

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Hi Chris.

As far as I remember is your issue an OOTB behaviour.

Do you also create cases during the process?

Do you use the automatic record creation process?

Kind regards,

Karsten

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Community Member on at

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Karsten,

We do not create Cases or use the automatic record creation process

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