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Incoming mails in wrong queue. RRS feed

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    Hello.
    We have upgraded from CRM3 to CRM4 and have a little issue with the incoming mails.

    The thing is that we have three different queues which shall receive e-mails from their respective mail adresses.
    Lets call the queues Sales, Support, and Misc. Their e-mails can be called sales@domain.com, support@domain.com and misc@domain.com.

    Currently one user in the AD has all the three different e-mail adresses. It worked fine when we used CRM3 - the mails to support@domain.com landed in the Support queue, and the other mails landed in their respective queues.


    No changes to the settings has been done in CRM4 from what I can see. The queues still have their correct e-mail adresses when I look in Settings > Business Management > Queues.

    But now when people mail to our CRM-adresses all the mails are landing in the same queue. So if I mail to sales@domain.com the mail will still land in the Misc queue.

    I'm guessing this is an e-mail router problem, but I've tried different things without luck.
    We're using a forward mailbox, lets call it crm@domain.com, where we forward the incoming CRM mails.
    I've tried to not apply the forward rule to the user, but only to the mailboxes. But then the mails didn't land in a queue at all.

    When sending a mail from CRM and choosing one of the queues - the sender adress is correct. (Sending from the Sales Queue shows sales@domain.com i.e)

    The Exchange Server and the CRM server are in the same domain

    What am I missing? Will I have to create a different AD user for each mail/queue?

    //Thomas

    Monday, November 10, 2008 1:21 PM

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    I'm still having this problem. I've tried to configure the mail routing in many ways but the only results I get is either to not receive any mails at all to CRM or that all incoming mails are ending up in the same queue.

    Thankful for ideas.

    Wednesday, November 26, 2008 12:12 PM
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    The problem persists even after installing the rollup in http://support.microsoft.com/Kb/952858 and more labs with the router settings and rule deployment.

    Friday, December 12, 2008 12:51 PM
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    Is your router configured to use the Forwarding mailbox? As it was required in v3? 
    You say nothing has changed but you must have Un-Instaled the router for v3 and installed the new router for v4.

    Can you post the settings for v4?

    thanks,
    Hassan.

    Friday, December 12, 2008 1:46 PM
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    Thanks for the reply.

    Yes, the router is configured to use the mentioned Forwarding mailbox.

    I mean that nothing has changed in the CRM4 settings (where the queues have their corresponding mail adresses). But yes, I did uninstall teh v3 router to install the v4 router.

    I've found something though, but I'm not sure it can be the actual cause to my problem.
    In the "Select users and queues" list (in the Rule Deployment Wizard) I get all the users and queues listed. But Misc is both listed as a user and the 3 mentioned queues.

    Example:
    (User) domain\Misc
    (queue) domain\Misc (Name: Misc Inbox)

    (queue) domain\Misc (Name: Sales Inbox)
    (queue) domain\Misc (Name: Support Inbox)

    As you can see it's the same queue name, but different names. Fishy in my opinion, but maybe it's nothing.

    The same rule applied to all of them, so they are all pointing at the forward mailbox though.

    So if I'm not wrong, it means that if I mail to Sales, it will forward the mail to the forwarding mailbox, and the router will then push it into the CRM.
    Where is it decided what queue it will enter, and how does it know which queue to actually enter since they all are sent to the same forwarding mailbox?

    What settings in v4 are you asking for? E-mail router settings?

    Tuesday, December 16, 2008 1:13 PM