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CRM server side synch with an exchange inbox not picking up rerouted emails with a different To address

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Have an incoming connection with a specific inbox in exchange. Let's say email_1@example.com.
There are customers sending emails directly to this address (email_1@example.com) which CRM reads and imports into the main queue perfectly.
We have two other older accounts that customer from other areas still use (email_2@example.com and email_3@example.com) which have reroute rules on exchange that send the email directly to email_1@example.com with the intention that CRM will simply bring them in the main queue. The only difference (when I open the email_1@example.com in OWA is that the To address of those emails is email_2@example.com or email_3@example.com).

Any ideas on why CRM refuses to read those in ?

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Magor Kovacs 1,835 on at

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Hello George,

CRM does not pic up the re-routed emails because they appear under a different sender other than the one specified incoming in CRM.

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Community Member on at

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Hi Magor. Any suggestions ? Can I have multiple incoming connections to the same inbox for the different recipients ? I am going to need to tie them all to the same queue however.

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Wayne Walton 13,730 on at

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You could turn off the reroute, and let CRM handle the old email addresses directly. Then set up a workflow that checked what the incoming email address was whenever a new email record was created, and send them all to the proper common queue.

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Magor Kovacs 1,835 on at

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Hello George,

Wayne beat me to it :) He's spot on, I'd recommend this approach myself.

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Community Member on at

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Hello All,

Thank you so much for your valuable insight. This is how ended up configuring the system.

Stopped all exchange rerouting to the main inbox (email_1@example.com)

Did indeed allow CRM to handle all the inboxes separately by the following:

Set-up two additional users/accounts in CRM email_2@example.com and email_3@example.com.

Configured the email boxes and queues with server side synchronization options. Activated and approved the email addresses.

Since I had my only incoming connection on the CRM email router configured with the email_1@example.com account (Note: they would not give me an account with admin access on exchange) I had to a. give full rights and b. set impersonation rules on that account (in Exchange) for email_2@example.com, email_3@example.com.

Once all of the above were configured email started flowing into CRM. Never had to write a workflow to transfer queues as my "Emails available to work on" queues is an All queues view with a filter.

It's a beautiful world !

Thanks you all for you valuable feedback.

GK (David's Bridal Inc.)

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