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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Non-CRM internal domai...
Microsoft Dynamics CRM (Archived)

Non-CRM internal domain not entering queue

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Posted on by Franglais

OK, so I understand that if a CRM user sends an email to a queue it won't create the message unless the option to track both emails is ticked but I am also having the issue when an email from a non-CRM user is being sent to a queue and it not tracking.

e.g. an email from usernotoncrm@fabrikam.com is sent to support@fabrikam.com (a support queue) but is not entering the queue or creating a case as you would expect.  Why, in this instance, is it not doing so as the sender is not a user on CRM?

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  • Franglais Profile Picture
    Franglais on at

    The setting "Track emails sent between users as two activities" is also ticked, so that shouldn't impact this anyway!

  • Verified answer
    Community Member Profile Picture
    Community Member on at

    I understand that you are unable to recieve incoming emails on a queue in CRM if the sender is not a user in CRM? I'm sure that you can configure CRM to do this for you as we are using a CRM queue to track incoming emails to our support desk. Not everybody who sends an email to this desk is known in CRM, so hence it is possible to do this.

    Have a read through this article, it describes the settings required for this to work.

    msdn.microsoft.com/.../gg328103.aspx

    Good luck,

    Ronald Lemmen

  • Franglais Profile Picture
    Franglais on at

    Hi Ronald,

    Not quite.

    The queue accepts emails from unknown email addresses (and will create the contact for that email address if unknown), but not from internal email addresses.  For internal email addresses (not belonging to a user on CRM) it doesn't track the email and doesn't create the case.

    Very frustrating as the client has a portal that submits tickets via an email to the queue from an internal email address...!

  • Community Member Profile Picture
    Community Member on at

    Hi Franglais,

    As I wouldn't expect that behavior to happen, I have recreated your scenario. I created a new user in Office365 and did not add this user to our CRM instance. Sending an email from this account to our support desk, should be the same scenario as your situation right?

    I can confirm that the email does arrive in the support queue in CRM as expected. The unknown email address will cause a new contact to be created. You might want to double check the settings as described in my previous post. When set up correctly emails from non crm users will arrive in the CRM queue.

    Hope this helps,

    Ronald

  • Franglais Profile Picture
    Franglais on at

    Ah, no, you are in fact correct and I'm misunderstood the actual root of the issue. What actually looks like is happening is the emails are actually being assigned to an existing case that has been closed rather than creating a new case.  Could this be SmartMatching that is doing it (as new inbound emails don't, obviously, have a token against it)?

  • Community Member Profile Picture
    Community Member on at

    This could very well be the case. What happens in the magic black box of smartmatching, will always be a black box :)

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