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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Can we use same email ...
Microsoft Dynamics CRM (Archived)

Can we use same email IDs in two different Queue Mailboxes?

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Posted on by SaiKrishnaGudluru 108

Hi,

Can we use same email IDs in two different Queue Mailboxes for Email Router in two different CRM instances.

Eg: Lets say, we have a queue mailbox named "Test Mailbox" with email ID "mailbox@microsoft.com". Another queue mailbox named "Dev Mailbox" created in CRM with email ID "mailbox@microsoft.com". So, here comes the question that, we are enabling Email Router for Test Mailbox and Dev Mailboxes with same email ID to process mails (both incoming and outgoing). Is it possible? What are the limitations? Please explain the same... Thanks in advance :)

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I have the same question (0)
  • ScottDurow Profile Picture
    ScottDurow 21 on at

    Hi - I do not believe that this is a support scenario - email addresses on users & queues should be unique since an email should not appear in two queues at the same time.

  • SaiKrishnaGudluru Profile Picture
    SaiKrishnaGudluru 108 on at

    Thank you Scott for quick response. Basically I am beginner. So, little more confusion in that area.Please, clarify this...."cant we setup multiple email routers with same email id" ? Thanks in Advance!  

  • Verified answer
    ScottDurow Profile Picture
    ScottDurow 21 on at

    Dynamics crm identifies the email party using the email address and so if you have more than one queue with the same email it will not be able to identify which queue to deliver the email into.

  • SaiKrishnaGudluru Profile Picture
    SaiKrishnaGudluru 108 on at

    Thank you Scott.

  • Community Member Profile Picture
    Community Member on at

    hi Scott

    your comment makes sense however what happens in reverse scenario? i.e. can we map multiple mailboxes to single CRM queue? 

    appriciate your help

    thank you

    Ronak

  • Community Member Profile Picture
    Community Member on at

    Hi Krishna, how are you?

    I'm having the same problem...

    I need to create N queues with the same email then use a workflow to choose to which queue an email has to go.

    Like this:

    I have two queues with the mkt@mkt.com email.

    If I send an email to mkt@mkt.com with the subject MKT, this item has to go to MKT - 1 queue, otherwise, goes to MKT - 2.


    Thanks!

  • SaiKrishnaGudluru Profile Picture
    SaiKrishnaGudluru 108 on at

    Hi Luciana, @Scott addressed the same query in this same thread. I copied the same below, pls refer this

    answer by Scott - Dynamics crm identifies the email party using the email address and so if you have more than one queue with the same email it will not be able to identify which queue to deliver the email into.

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi Krishna, how are you?

    We found a way to do this:

    - In a queue you will put a unique email - that queue could be a standard one;

    - On this queue you will create a "Record Creation and Update Rule" and set some rules like: if the subject contains the word "X", this item has to go to Queue X;

    - Dynamics will inactivate the first queue item and creates another one on the right queue.

    Like this:

    - I created a queue calls "CIN";

    - Then, a created a "Record Creation and Update Rule", with a specific record creation and update details (Subjects contais "Reativar");

    - On the action, I will inform for which queue this email has to go (CIN - Reativar).

    Isn`t this solution helps you?

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