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CRM 2013 - Duplicate queue items RRS feed

  • Question

  • Hi,

    We seem to occasionally be getting duplicate emails appearing in Queue.  These are from some internal users who have emailed another team that have an inbox that CRM monitors.

    I've done some testing and found that one of the GUIDs matches my tracked email activity that appears in my closed activities.  The other is new, so I believe is the one received from the monitored inbox.

    My question is why would my closed activity create a queue item in the queue of the team I have emailed?  Is there a way to prevent these duplicate items?

    Sometimes, if the user has been offline for a day or two, the duplicate item can appear a day or two after the original email has already been dealt with.

    Thanks

    Craig

    Monday, February 9, 2015 9:37 AM