Create Multiple Queues With Common Reply To: Address

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Posted on by Bob Hatcher

I want to be able to create more than one queue so that all replies come in to someaddress@myorg.com.

For example, if it comes from Queue #1, I want all replies to come to someaddress@myorg.com and if it comes from Queue #2, I want all replies to go to the same mailbox. There will be several queues using this pattern and they all need to point to the same email address. Really I just want the recipient to see that it's from "Queue #1" <someaddress@myorg.com>.

(There are complicated business reasons for this, I agree it's architecturally awkward, so please bear with me.)

When I create a Queue, it automatically creates a Mailbox by that name and I am not able to change it. I set the outbound email on the Mailbox to be server-side sync, and approved both the mailbox and the queue, but emails are still not going out. I get warnings when I do the Test & Enable implying I need an AD account for the queue.

Once the email is sent, the recipient can reply and it'll come to the someaddress@myorg.com and I'll take it from there.

What's the best way to go about this? TIA.

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Bob Hatcher on at

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To answer my own question, I figured out that the email address you specify on the Queue must align to an AD account. The Queue will send email with that email address and username.

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Aric Levin - MVP 30,190 Moderator on at

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Hi Bob,

I am not sure if this is what you are looking for, but you can configure forwarding mailbox.

See post below:

community.dynamics.com/.../configuring-forward-mailbox-in-microsoft-dynamics-crm-and-exchange-online

Hope this helps.

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Bob Hatcher on at

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Thomas David Dayman 11,323 on at

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You could just make Queue 1 and 2 separate Queues but make a Queue item view to combine the two Queues? To give an illusion of Items going into the same Queue.

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Bob Hatcher on at

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[Edited post]

I'm sorry, I have two threads going and I got my skis crossed between them.

I think I am OK on this topic, however my current issue is that in the past the queue name has been the "from" in the outbound email. Now it is defaulting to the name of the Exchange user the queue is utilizing to process the message. Unfortunately I have several queues and I want the display name to be the queue name, not the Exchange user name.

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Thomas David Dayman 11,323 on at

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Hi Bob,

You will need to update the 'from' field when you load an outbound email with the correct Queue lookup using JavaScript.

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Bob Hatcher on at

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Even with a straight-up manual email, if I create a new email, set the from: to be the Queue, and send it, it still goes through as the Exchange name. Setting it from JavaScript would override that?

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Thomas David Dayman 11,323 on at

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It should still overwrite the user email address to your Queue email address when you do it manually? JavaScript would just remove the manual aspect of selecting the Queue.

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Bob Hatcher on at

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That's what I would expect too but it doesn't use the queue name like it used to. It uses the Exchange user that it's sent through.

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