Using a distribution list as the Incoming Email for a queue and setting up case creation rules

(0) Share

Report

Posted on by Community Member

I am implementing a support queue for the support team at our business. We previously used a distribution group to forward support emails to the support members and there was basically no case creation and handling methodology.

So In brief:

I created a queue in CRM Online and add for the Incoming Email our distribution list email.
Setup the Convert Incoming Email To Activities to (All email messages).
Clicked on Approve Email.
Setup a Case Creation Rule for the support queue and activated it.

When I click on the Open Mailbox I get the following messages even if I try activating it.

Email won't be processed for this mailbox until the email address of the mailbox is approved by an Office 365 administrator. For more information, contact your system administrator.
This mailbox is disabled for email processing. For more information, see the alerts.

In the alerts I get the following message

Support Queue

Email cannnot be be received because the email address of the mailbox Support Queue requires an approval by an Office 365 administrator. The mailbox has been disabled for receiving email and the owner of the email server profile Microsoft Exchange Online has been notified.

My logged in user is the O365 tenant admin, and I was able to test another email for the support queue but this time I tried a CRM User email and it worked fine.

Is there a way to make a queue work with a distribution group? and setup case auto creation rules without having to change the distribution group on the exchange online to a user?

*This post is locked for comments

I have the same question (0)

All responses (4)

Answers (1)

Verified answer

Royal King 27,686 on at

Like (1)

Report

CRM does not support incoming email from distribution list. One option would be adding new mailbox and adding forward rule in exchange to forward email to new mailbox. Add queue in crm with new mailbox address then crm will process email successfully.

Was this reply helpful? Yes No
Luke Celente on at

Like (0)

Report

I currently have emails going to a distribution group sales@company.com. I am looking to create a CRM Queue to handle the intake of those emails and create leads. In response to the previous posted solution, I have created an Exchange Mailbox called CRM_Sales@company.com, created CRM_Sales@company.com CRM Queue and have added the CRM_Sales@company.com mailbox to the Sales@company.com distribution group in Exchange. In addition to creating the queue, I have also created the Lead Record Creation rules. When I send an email directly to CRM_Sales@company.com, the Lead record is created. When I send to the sales@company.com, the CRM_Sales@company.com reflects the email message within the mailbox, however the Lead Record is NOT created within CRM. I am writing the record creation rules from Email -> From -> Equals -> leads@microsoft.com in order to take specific actions from the sender. Please help.

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Hi Luke,

Did you resolve your issue? I have similar situation right now.

Was this reply helpful? Yes No
Suggested answer

Luke Celente on at

Like (0)

Report

Kamil,

I found out the Distribution Group does not work properly so what I did was delete the distribution group Sales@company.com and created a mailbox (and added a license) called Sales@company.com. I then created a distribution group called CRM_Sales@company.com and added all of the members there. After the Disti Group was created, I went into the Outlook Web App for Sales@company.com and created a Forward Rule for all mails to go to CRM_Sales@company.com and that did the trick. Basically flip / flopped my method. I did not try using a Shared Mailbox as a method, that may save you on the license cost, but MSFT wants their $$ so I did not venture there.

Was this reply helpful? Yes No