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Suggested answer

Emails not entering queue

Posted on by Microsoft Employee

Hi, im new to Dynamics CRM so hope this is basic. I have created a new queue and configured it to use an Exchange online shared mailbox. When I send a test email the email is removed from the mailbox which suggest the message router it working but it does not enter the queue, any ideas?

In server sync monitoring the mailbox is shown as healthy and running

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  • Suggested answer
    AMD99 Profile Picture
    AMD99 105 on at
    RE: Emails not entering queue

    I was encountering this issue and stumbled across this discussion.

    None of the above suggestions worked for me. I eventually just created a new queue from scratch and setup the mailboxes etc with this queue instead.

    Worked straight away. Worth a shot if nothing else works.

  • Juliesa Profile Picture
    Juliesa 5 on at
    RE: Emails not entering queue

    You have to create a rule to have it automatically add it to the queue carldesouza.com/.../

  • Suggested answer
    c.o. Profile Picture
    c.o. on at
    RE: Emails not entering queue

    We also experienced this issue here. Check to see if there is an existing contact (or user) record in the system that has the same email address as the one you are trying to create a queue for. 

    I just entered the 'queue' email address in global search and found a contact record with the exact same email address. I deleted the contact (deactivating may work also) and then test/enabled the queue mailbox once more. 

    I saw the first email flow in immediately after this. 

  • gtwynstra Profile Picture
    gtwynstra 510 on at
    RE: Emails not entering queue

    Sorry to hear you are still having troubles.  Did you ensure the "Incoming Email" value is the same email address as the one assigned in the mailbox?  Outside of that, I'm afraid I'm out of ideas.  Wish I could help more.

  • Jil L Tan Profile Picture
    Jil L Tan on at
    RE: Emails not entering queue

    Hi Gerrit,

    Mailbox has been approved, tested and enabled with both incoming and outgoing email as 'Success'. The convert incoming email to activities setting has been set to All email messages previously too. Tried rejecting and re-approving email, didn't work either. Currently using CRM2015.

  • gtwynstra Profile Picture
    gtwynstra 510 on at
    RE: Emails not entering queue

    At the previous posters have mentioned, you need to make sure the Mailbox is approved, tested and enabled.  If the Incoming Email Status does not say "Success" then the Queue isn't going to work.  (Remember, for D365 online, a Global Admin must approve mailboxes.) When configuring the Queue, I recommend setting the "Convert Incoming Email to Activities" = "All email messages" as a starting point.  You can change it to another setting once you get it working.   Using the "All email messages" setting will ensure that all emails inbound to the queue are created as queue items.

    Also ensure the "Incoming Email" value is the same email address as the one assigned to the mailbox.

    If things still aren't working after you configure this, try Rejecting the email for the Queue and then Approving it again.

    2018_2D00_11_2D00_23_5F00_21_2D00_15_2D00_45.jpg

  • Jil L Tan Profile Picture
    Jil L Tan on at
    RE: Emails not entering queue

    Have you found a solution to this?

  • TomSmelser Profile Picture
    TomSmelser 1,570 on at
    RE: Emails not entering queue

    We are experiencing similar. Outgoing from queue mailbox works. Incoming does not. Any recommendations here?

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Emails not entering queue

    When you say "the email is removed from the mailbox", is that mean that the email once entering the mailbox, then removed by sistem ?

    In my case, usually i did this things:


    After you configure the mailbox, in the mailbox windows, make sure you did this things:

    1. Approve Email

    2. Test and enable mailbox

    And in the queue, 

    1. Make sure you fill the incoming email same as email address in the mailbox

    2. Make sure that you have configure the right mailbox for the queue. If you configure the wrong one, the mailbox won't synchronize with your queue

    7002.123.png

  • Suggested answer
    PS Profile Picture
    PS 23,577 on at
    RE: Emails not entering queue

    Have you approved email of the queue and then Test & Enable Mailbox

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