Dynamics Community Forum Thread Details

Email won't Set Regarding due to inactive Queue, but the Queue is active

So we are still using Dynamics On-Prem Version 1612(8.2.2.112) for a majority of our Sales Reps. One sales rep in particular has been receiving an error occasionally when they attempt to Set Regarding an email, where it will give the error "Tracking for 1 out of 1 emails failed", followed by "You cannot add items to an inactive queue, select another queue and try again".

I have checked, and double checked this sales rep's user profile in CRM. Their Queue is active.
I've also tried resetting their email configuration. That did not solve the problem.
I did a complete uninstall and reinstall of Office and CRM on her device, still nothing.
I've double checked that they don't have an inactive Queue floating around CRM anywhere
I double checked that any other sales reps that were CC'd on the email didn't have inactive Queues

At this point I'm out of ideas of what the issue would be. And what's more strange, is from what they have told me, it only happens to some emails, but retrying Set Regarding on the same email over and over does not solve the issue. Consider me stumped. Any idea would be much appreciated.

Thank you in advance.

Hi,

Here are the cause and resolution for the issue.

Cause:

This is happens as the email router is trying to access a queue but found same email address being used as a user or inactive queue. To avoid that you should remove or change the primary email for the inactive user or queue because the email address was already approved.

Resolution:

If you do not want to use the Inactive/Active Queue or user, clear its Incoming Email value and deactivate it again. But as of now it occurred only one time on the production for some reason while email router trying to process the email.

But in the future if we come across the similar issue please ensure each queue or user mailbox should have only one unique email address.

The contents of the email From field can only be associated with one record. If there are duplicate records within CRM with the same email address, the contents of the email From field will.

For now please help to monitor scenario closely and figure if there is any such comes again please do ensure clearing up similar email addresses in the system.

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