Incoming email with multiple queue email addresses in 'To' field creating multiple email queueitems

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  Hello everyone,

  We have an issue with incoming emails where the incoming email was sent by a customer and delivered to CRM with multiple queue email addresses in the To field.  Out of Box, the behavior is that there will be one email activity created and one email queueitem created for each queue email id specified in the To field of the email.   In the figure below, 3 queueitems for each queue_emailaddress1@mail.com, queue_emailaddress2@mail.com and queue_emailaddress3@mail.com will be created and only one email activity will be created in the CRM.

                       

                         

  Now, our client does not want this multiple queue items to be present.  Is it possible to just limit the creation of email queueitem to only the first queue email address in the 'To' field?? i.e., only one email queueitem should be created for the first email address (queue_emailaddress1@mail.com in the above figure) in the To list.

  Please let me know if this can be done or any other workaround if one exists.

  Thanks in advance.

  Regards,

  Palani

  Wednesday, September 5, 2012 9:14 AM