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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Mails sent to Distribu...
Microsoft Dynamics CRM (Archived)

Mails sent to Distribution List unexpectedly showing up in CRM

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Posted on by Arvind Bhat 295

Hi experts,

I am observing a weird behavior for which I am unable to get an explanation.  

1) If I send an email to a mailbox set up for server side sync (CRM OL) by keeping it in Bcc, the email shows up in CRM in PROD.  The mailboxes in To list aren't set up in PROD.  If I try the same for a different mailbox set up for SSS in a lower environment, I don't see any emails coming in CRM.  The behavior should have been identical - either it shows up or not.  Any pointers?

2) I send an email to a distribution list (DL) which is not configured for SSS in PROD but the email shows up.  Here the DL does have the mailbox in point 1 as one of its members.  If I see the email, it does convey that the recipient was unresolved and directs me to resolve the lookup to existing enter

Request you help,

Thanks

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  • Suggested answer
    Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at

    Hello

    I take it the recipient is a distribution list in both questions ? How is the option set to track incoming emails ?

    Question 1 : From what i recall, CRM shouldn't track emails where the recipient is in Bcc. If you open the Email in CRM who are the recipiets (To,CC) ? Doe these resolve to any CRM records? Also do you see any Bcc information?

    Question 2 : If your user part of the DL has configured his personal options to track all incoming emails, then this is expected behavior.

    I suspect that one of the users part of the DL is a user in CRM and has configured in his personal options to track all incoming emails. This probably would explain the behavior you are seeing.

    CRM does not play well with Distribution Lists. CRM is designed to track items from Exchange Mailboxes. A distribution list is not an actual maibox (but an array of different mailboxes).  

    Hope this helps,

    Radu

  • Arvind Bhat Profile Picture
    Arvind Bhat 295 on at

    Thanks for the detailed response Radu.  

    For question 1 - the email id in Bcc is actually set up for email to case conversion.  Please note that this email was part of an existing thread of an active case.  Suddenly, the mailbox was kept in Bcc yet it showed up in CRM against the same case.  I don't see any Bcc information in CRM.

    Question 2 -  The users part of the DL don't have their mailboxes enabled for SSS in CRM but I see that they have set personal options to track all incoming emails.  So if the user part of the DL is marked as Bcc (question 1), would the email still be tracked in CRM?

  • Suggested answer
    Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at

    I was expecting this (Bcc not to appear)

    If the Bcc Information doesn't appear against the email record it means that it was tracked against a different activity party (To, From, CC). I would have a look at those email addresses and take it from there.

    Regards,

    Radu

  • Arvind Bhat Profile Picture
    Arvind Bhat 295 on at

    Thanks Radu.  The others part of the thread are actually contacts in CRM, not even users

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