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CRM Queue is not receving email RRS feed

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    I have queue setup in CRM called CRMSupport with email address CRMSupport@xyz.com. So CRMSupport is Mailbox. I am able to receive email if i send email to CRMSupport@xyz.com.  I have other distribution list and email address , for example Anything send to Customercare Dustribution Group delivered to CRMSupport Mailbox. but i can not recieve email in CRMSupport queue if email send to Customercare distribution group. I have checked event Log and i got below warning message.

    Description:
    #35241 - The recipients for the e-mail message with subject "RE: Change password " in mailbox CRMSupport@XYZ.com did not match any known records.

    Please help me here. I am not sure this is something do with Email Router or not?

     

     

    Thursday, August 19, 2010 7:27 AM

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    If I'm understanding you correctly, then the issue is that the e-mail's are being sent to an e-mail address that is different to the e-mail address of the queue.

    In order for the queue to retrieve the e-mail, the the address in the e-mail 'To' field must match the e-mail address defined in the properties of the queue. If your e-mails are being sent to the 'Customercare Dustribution Group', of which CRMSupport@xyz.com is a member, then the e-mail addresses will almost certainly be different... I assume somehting like Customercare@xyz.com or something along those lines?

    I hope that helps... but obviously please post again if that isnt clear or if I have misunderstood.

    Regards,

    Brett

    • Proposed as answer by Brett Davis Thursday, August 19, 2010 8:29 AM
    • Marked as answer by Jim Glass Jr Thursday, August 19, 2010 4:03 PM
    Thursday, August 19, 2010 8:29 AM
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    It's a bit difficult to say without some more detail on your infrastructure and what it is you are trying to achieve,

    The first part of the problem is that you cant attach a queue to a distribution list, so you couldnt have your queue directly monitoring the CustomerCare group.

    One option would be to re-create CustomerCare as a standalone mailbox with a queue, and then use a server-side auto-forward to forward the mails to the rest of the necessary recipients (or maybe another distribution group). Tha way everybody still gets the mail while the queue works becasue the e-mail addresses match.

    I hope that makes sense, but please post if you need more detail.

     

    Brett Davis CIBER UK My Blog: http://brettdaviscrm.blogspot.com/
    • Proposed as answer by Brett Davis Thursday, August 19, 2010 2:05 PM
    • Marked as answer by Jim Glass Jr Thursday, August 19, 2010 4:03 PM
    Thursday, August 19, 2010 2:04 PM

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    If I'm understanding you correctly, then the issue is that the e-mail's are being sent to an e-mail address that is different to the e-mail address of the queue.

    In order for the queue to retrieve the e-mail, the the address in the e-mail 'To' field must match the e-mail address defined in the properties of the queue. If your e-mails are being sent to the 'Customercare Dustribution Group', of which CRMSupport@xyz.com is a member, then the e-mail addresses will almost certainly be different... I assume somehting like Customercare@xyz.com or something along those lines?

    I hope that helps... but obviously please post again if that isnt clear or if I have misunderstood.

    Regards,

    Brett

    • Proposed as answer by Brett Davis Thursday, August 19, 2010 8:29 AM
    • Marked as answer by Jim Glass Jr Thursday, August 19, 2010 4:03 PM
    Thursday, August 19, 2010 8:29 AM
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    Hi Brett

    Thanks for reply. You are correct CRMSupport is member of CustomerCare.but requirement is to have one queue CRMSupport. is this possible or i have to create seperate queue.

    Thursday, August 19, 2010 8:38 AM
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    It's a bit difficult to say without some more detail on your infrastructure and what it is you are trying to achieve,

    The first part of the problem is that you cant attach a queue to a distribution list, so you couldnt have your queue directly monitoring the CustomerCare group.

    One option would be to re-create CustomerCare as a standalone mailbox with a queue, and then use a server-side auto-forward to forward the mails to the rest of the necessary recipients (or maybe another distribution group). Tha way everybody still gets the mail while the queue works becasue the e-mail addresses match.

    I hope that makes sense, but please post if you need more detail.

     

    Brett Davis CIBER UK My Blog: http://brettdaviscrm.blogspot.com/
    • Proposed as answer by Brett Davis Thursday, August 19, 2010 2:05 PM
    • Marked as answer by Jim Glass Jr Thursday, August 19, 2010 4:03 PM
    Thursday, August 19, 2010 2:04 PM
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    Thanks Brett. i have decided to go with different mailbox because distribution group will not work with queue.

     

    Tuesday, August 24, 2010 10:37 AM