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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Question - Incoming Em...
Microsoft Dynamics CRM (Archived)

Question - Incoming Email "Owner"

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Posted on by Pat Pawks 90

 Hi,

We are on CRM Online 2016 (latest version) and I have a question regarding the ownership of incoming emails when an email is synchronized server-side.

We have a queue mailbox "Support" which uses server-side sync track all incoming email messages. We also have "User 1" who is disabled in our environment as she no longer needed access to CRM, which that user is associated to her own mailbox as well, which is disabled too.

On a regular day, an email is sent to the "Support" mailbox; the email is synched to CRM and the owner of that mailbox is associated to the Owner of the mailbox, which is "User Support". All is working fine.

Now I will change the scenario. We received an email, which was sent to the "Support" mailbox as well as the disabled user, "User 1". "User 1" was specified first in the email, then the "Support" mailbox. The Owner of this email is set to "User 1", and I need to know why this happened as we have several workflows that depend on the ownership of the email record to create a case and associate it to the correct queue. It is the "Support" mailbox that synchronized the email to CRM, so why did "User 1" get associated as Owner to the email?

My main issue is why the email was set Owner to "User 1", even though this user is disabled in our environment. I understand that records can still be attached to disabled users, but my main concern was that it was the "Support" mailbox that synchronizes the emails, so why was he not the one set as "Owner".

Does anyone know the general rules, when it comes to record ownership,  for incoming emails using server-side sync?

Thanks!

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I have the same question (0)
  • Neil Parkhurst Profile Picture
    Neil Parkhurst 10,727 User Group Leader on at

    I have seen someone previously ask a similar question and they had spoken to Microsoft. I believe the answer wasn't ideal.

    When an email is sent "to" multiple CRM mailboxes the owner of the mail is hard to predict. As it will be dependant on the sequence.  (as you have found.)

    I think the previous answer was that it is hard to predict which mailbox the email would hit first and therefore who the owner would be. Effectively meaning the ownership is a little random in these examples.

    Hopefully someone can offer a more concrete answer but this is my understanding.

  • Pat Pawks Profile Picture
    Pat Pawks 90 on at

    I ended up opening a ticket with Microsoft  and they advised me that it is the user with the most elevated access that gets ownership of the record. So even though it is the mailbox (Queue) that synchronized the email to CRM, that has no influence on the ownership of the record. I was thinking that since it was Queue A that synchronized the email to the CRM, put the Owner of the Email as the Owner of the Queue, but that's not the case. It is the users/teams/queues that are specified in the To field of the email that are eligible as owners. So whichever of those 3 entities have a higher priviledge, the system will pick one of the 3.

    Now the ordering (as I am told) is as follow:

    If email contains Active User and Active Queue, User with higher access is Email Owner

    If email contains Disabled User and Active Queue, Owner of Active Queue is Email Owner

    if email contains Active User and Disabled User, it chooses an Active User as Email Owner

    Hopefully this helps someone later on as it was a headache trying to foresee who the owner was going to be.

    I have created a CRM idea to allow the Owner of the mailbox who synchronized the email to CRM to be the Owner of the Email activity, if people want to vote for it!

    crmideas.dynamics.com/.../ID0000502

  • Tim Dutcher Profile Picture
    Tim Dutcher 2,100 on at

    Thanks for posting these details.

    As an aside, I often wonder why any software support group decides to retain information that could potentially save customers hours or days of trouble. When I worked at Asymetrix Corp. (many years ago), we created a knowledge base and a vast majority of our resolved support cases ended up as articles in the kb.

    To be fair, Microsoft has dozens of sites and documents that provide product details beyond the admin guides and the SDK. All they need to do now is write a workflow that copies their resolved support cases to one of those sites. :)

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