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Use of forward email address in Customer service hub Dynamics 365

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Hi I have created a Queue and it created the below mailbox automatically. I have configured below mailbox and now incoming mail status also shows as "Success" but still all email send to that mailbox is not visible in Queue. Also, it doesn't appear in Activities too. This email box is a forward mailbox that's why outgoing status is set as none. Any idea where I am doing wrong.

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Alok Singh 910 on at

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Hi have you checked Alerts section where you can see if there was an issue with incoming email.

I had similar issue where I was getting email into D365 however email sent on forwarded email was visible in Queue but not the other one.

You may run advanced find and see if you are able to view all received email.

You can view below thread which was answered in the community

community.dynamics.com/.../753581

Regards,

Alok

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Tyson Bosse on at

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Hello rajeshrai123,

You can see up in the yellow ribbon there is an alert stating that Email will not be processed until the mailbox is approved by an Office 365 Global Administrator. Can you attempt to navigate to Settings > email configuration > mailboxes > open the mailbox and select "approve mailbox" at the top of the screen? If it is not visible in the top bar, click on "more actions" to then click "approve".

In order for mail to be processed, the mailbox must be approved by a Global Admin or an Exchange admin. Once you no longer see that alert in the yellow ribbon, please test once again.

Thanks,

Tyson

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Community Member on at

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actually the problem is weird. Let me explain. I have my id as myid@custom.com and support email id as support@custom.com. Now If I send an email to support email address and include me also in the email then everything works fine. Its visible in Queue and activity is also created. But if I individually send an email to my account or that support account nothing works. My account is somehow related. Also it's visible in My accounts as "Tracked in Dynamics" and nothing visible against service account email. I am the owner of queue as well as the owner of the support email address. I have tried to change the owner of Queue to service account but still this weird thing is happening. Any pointer?

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@alok, please refer my below comment. If i send email to both id (my accont as well as support email address) then only its visible in Advance find under "email messages". Problem is really weird.

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Community Member on at

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When I checked "server side sync failure" that all emails of my id are appearing here with "NoCorreltaionMatch" error. On checking URL I realize that documentation says "If the evaluation results in a NoCorrelationMatch error, this indicates that no users or queues were configured to promote this email automatically." It means when I send an email to both ids then its creates because a queue is already configured for that support email address. Does it mean that queue is not working for the Support email address?

https://support.microsoft.com/en-us/help/4339713/an-email-fails-to-be-created-in-dynamics-365-with-a-nocorrelationmatch

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Alok Singh 910 on at

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Hi,

Why do you need to configure both mailboxes since email being sent on both will come to forwarded mailbox.

I would suggest keep only forward mailbox active and then try again. Hopefully you should be able to see all emails sent on both mail id.

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Community Member on at

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Thanks alok. I have configured only one mailbox that is for support. Mine one is by default there. I guess its becuase a queue is automatically created for every user hence that mailbox too.

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Hi Tyson,

I understand that it's showing a warning about Global admin approval, but still its the status of incoming and outgoing is Success. I also asked my admin and he is saying that we don't require that in CRM as below options are unchecked.

Is it still required?

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Alok Singh 910 on at

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Hi,

Do not enable the mailbox for the queue which was automatically created for your user and then try.

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