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CRM 2011 Online and Email Router for Queue RRS feed

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    All of our users are using Outlook.  However, we have installed the Email Router as we have a Queue with a generic email "e.g. info@xxxx" and we want those emails to come into a queue in CRM.  We are not using a forward mailbox but just monitoring this one inbox. 

    We set up the Queue with Convert to email Activities = "All e-mail message", E-mail accces type - Incoming = "E-mail Router", Email access type - Outgoing = "E-mail router".

    The Router appears to be working as we aren't seeing any errors.  In Event Manager we see three Information message for Source MSCRMEMail for each email sent to this email address:

    1. Email not found.  Going for EWS Call.
    2. Removed email [subject:This is a test email] from hashtable, hashtable.count = 0
    3. Adding in hashtable:  email  [subject:This is a test email]

    However, the email never appears in CRM in the Queue and we every few minutes we see these same information messages in the event log.

    We aren't sure where to begin to debug this as we aren't actually seeing an error.  Does anyone know if these information warnings are normal and have any suggestions on how we can figure out why they never appear in CRM?  What is the hashtable?

     

    Friday, April 1, 2011 2:24 PM

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     - In the Service folder of Email router installation, locate the file Microsoft.Crm.Tools.EmailAgent.xml.
     - There is a key for Log Level - <LogLevel></LogLevel> This is by default set to 1. Please set it to 3.
     - Add a key for Log file below this key. <LogFile>C:\Log.txt</LogFile> Mention the desired log file path and name.
     - Restart the Email router service.
    Thursday, April 7, 2011 11:21 AM
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    InternalEmailReject directly translates to this setting :
    Settings -> System -> Administration -> System Settings -> Email Tab
    Set trackign options for e-mails between CRM Users.
    If this check box is unchecked, then you will see some emails being rejected.

    Please enable this setting and you should see your emails come in.

    • Marked as answer by Janet T Wednesday, April 13, 2011 10:18 AM
    Wednesday, April 13, 2011 10:03 AM
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    Thats for your help.   Had a support call with MS which took us back to not even being able to run so been trying to sort that ok.  Interesting that Support didnt' seem to know about these logs.

    Anyway, in the end we found that the issue is that the incoming emails are from email addresses that are WLIDs of systemusers (enabled or disabled it seems).  If we send an email from someone completely different, it comes through to the Queue.  The router looks like it is processing all emails but for some reason if email is from a users related WLID, it won't appear in the Queue.   Not a problem in our live environment but for testing we have 10 WLIDs setup that we use for users and for testing email.  We can't use these to test incoming emails to a Queue.

    MS Support are still investigating why these won't come into the Queue.  I will post what answer they give us.

     

    • Marked as answer by Janet T Tuesday, April 12, 2011 8:07 AM
    Tuesday, April 12, 2011 8:07 AM

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    Hi Janet,

    Please go to the admin tab of user and check the setting of emails.

    On debugging , please send an email from CRM server and check the status of email with the help of activity link on workplace.

    If it showed sent and you have not received the email.Please check the logs at email server.

    Regards,
    gjoshi

     

    Joshi
    Friday, April 1, 2011 5:37 PM
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    I have double checked the settings.  Note that this is NOT a user but just a Queue.  The settings for the Queue are  Convert to email Activities = "All e-mail message", E-mail accces type - Incoming = "E-mail Router", Email access type - Outgoing = "E-mail router".

    We have sent emails to this email address and in the logs on the email server we see the following in a loop:

    1. Email not found. Going for EWS Call.
    2. Removed email [subject:This is a test email] from hashtable, hashtable.count = 0
    3. Adding in hashtable: email [subject:This is a test email]

    (Note that the subject is the subject we put on the email we sent so the email router is reading it.)

    But it never appears in CRM.

    Sunday, April 3, 2011 8:27 PM
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    Janet

    Sorry i dont understand your post.Please let me know the exact steps.

    Regards,
    gjoshi

     

    Joshi
    Monday, April 4, 2011 4:46 AM
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    1.  In CRM 2011 Online, create a Queue called "Info".  Set the email to "info@..." and

    • Convert to email Activities = "All e-mail message",
    • E-mail accces type - Incoming = "E-mail Router",
    • Email access type - Outgoing = "None"

    2.  Save the Queue and then Approve E-Mail on the Queue record.

    3.  In the CRM Router Configuration Manager, create the "Incoming" Profile for Exchange 2010.  Using Access Creditials "Other Specified" and the user name is info and the correct password.

    4.  Click on the Users, Queus and Forward Mailboxs and Load Data.  Here we see the Info Queue as expected.

    5.  Set the Incoming Configuration Profile to "Incoming".

    6. From a hotmail email account (not from CRM), send a test email to "info@...".   We are expecting the email router to process this incoming email and create an activity in Queue "Info" in CRM.

    7. Look in Info Queue in CRM -- emails are not there

    8. Look at the Event Manager on the server where Email Router is installed.  We see these informational message for Source MSCRMEMail for the test email we just sent:

    1. Email not found. Going for EWS Call.
    2. Adding in hashtable: email [subject:This is a test email]
    3. Removed email [subject:This is a test email] from hashtable, hashtable.count = 0

    These messages repeat every few minutes but in the Info Queue in CRM, the email activities never appear.

     

    Monday, April 4, 2011 9:02 AM
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    You should see more information like :

     - Validating the e-mail message with subject "<subject>" from <from email address>  to <recipient email addresses> for delivery to <crm url>.
     - Checking the e-mail message with subject "<subject>" in mailbox <email address> for delivery to <crm url>.
     - The e-mail message with subject "<subject>" in mailbox <email address> for delivery to <crm url> was rejected. Reason: <Reason>.


    Stop the email router service.
    Clear the email router logs.
    Send a new test email to the queue's email address.
    Start email router service.

    Look for the above statements.

    • Marked as answer by Donna EdwardsMVP Monday, April 11, 2011 4:57 PM
    • Unmarked as answer by Janet T Tuesday, April 12, 2011 8:10 AM
    Thursday, April 7, 2011 5:18 AM
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    When you say "email router logs", what you are referring to?   Are there logs generated somewhere - I haven't found those.  I have just been looking in the Event viewer and all I see is:

    1. Email not found. Going for EWS Call.
    2. Adding in hashtable: email [subject:This is a test email]
    3. Removed email [subject:This is a test email] from hashtable, hashtable.count = 0
    Thursday, April 7, 2011 9:22 AM
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     - In the Service folder of Email router installation, locate the file Microsoft.Crm.Tools.EmailAgent.xml.
     - There is a key for Log Level - <LogLevel></LogLevel> This is by default set to 1. Please set it to 3.
     - Add a key for Log file below this key. <LogFile>C:\Log.txt</LogFile> Mention the desired log file path and name.
     - Restart the Email router service.
    Thursday, April 7, 2011 11:21 AM
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    Since there is no response, I'm assuming you were able to get things working as expected by making the suggested configuration changes and now being able to see the error message

    "The e-mail message with subject "<subject>" in mailbox <email address> for delivery to <crm url> was rejected. Reason: <Reason>." in the log file generated.

    Regards, Donna

    Monday, April 11, 2011 4:56 PM
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    Thats for your help.   Had a support call with MS which took us back to not even being able to run so been trying to sort that ok.  Interesting that Support didnt' seem to know about these logs.

    Anyway, in the end we found that the issue is that the incoming emails are from email addresses that are WLIDs of systemusers (enabled or disabled it seems).  If we send an email from someone completely different, it comes through to the Queue.  The router looks like it is processing all emails but for some reason if email is from a users related WLID, it won't appear in the Queue.   Not a problem in our live environment but for testing we have 10 WLIDs setup that we use for users and for testing email.  We can't use these to test incoming emails to a Queue.

    MS Support are still investigating why these won't come into the Queue.  I will post what answer they give us.

     

    • Marked as answer by Janet T Tuesday, April 12, 2011 8:07 AM
    Tuesday, April 12, 2011 8:07 AM
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    Did you setup the email router logs and take a look at it? It will give you the exact exception if any or reason for the email not being moved into CRM.

    The reason why you see :
    1. Email not found. Going for EWS Call.
    2. Adding in hashtable: email [subject:This is a test email]
    3. Removed email [subject:This is a test email] from hashtable, hashtable.count = 0

    repeatedly is because, the email was already processed once by the router. The details ofthe mail are cached so that when the router polls the same mailbox once more, if it brings the same old email, it will validate the email is in cache and decide to not process it once more. This saves a lot of unnecessary calls to CRM server.

    But there will always be the very first time when the email is processed where you will find more statements like I mentioned in my previous post.

    Please send out a new email and verify. One reason that I cn think of for the emails with WLID in user form not being processed is if at the time of delivering the message, the address resolution fails for <some> reason.

    Wednesday, April 13, 2011 3:02 AM
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    I did turn on the log tracing (thanks for this tip... something the MS Support guy didn't seem to know yet).

    The error message is:

    The e-mail message with subject "test unsubscribe from Janet" in mailbox info@xxxxx.com for delivery to https://dev.crm4.dynamics.com/crm4orgxxxxx was rejected. Reason: InternalEmailReject.

     

    So we understand what is happening but not why.  Appears that the email router will not process these by design.  As it stands, we don't have a business scenario where we would have internal emails coming into this queue but this appears to be an undocumented "feature" of the router!

     

    Wednesday, April 13, 2011 9:19 AM
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    InternalEmailReject directly translates to this setting :
    Settings -> System -> Administration -> System Settings -> Email Tab
    Set trackign options for e-mails between CRM Users.
    If this check box is unchecked, then you will see some emails being rejected.

    Please enable this setting and you should see your emails come in.

    • Marked as answer by Janet T Wednesday, April 13, 2011 10:18 AM
    Wednesday, April 13, 2011 10:03 AM
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    Brilliant - that sorted it!
    Wednesday, April 13, 2011 10:20 AM
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    I have been experiencing the same issue. I have switched the logging to 3 and I am receiving the following error:

    #60263 - The e-mail message with subject "test" in mailbox xxx for delivery to https://crm.xxx was rejected. Reason: NoCorrelationMatch.

    Any ideas what maybe causing this issue?

    Priority One IT www.priorityoneit.co.uk
    Monday, May 9, 2011 4:53 PM
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    Here is the explanation from the SDK

    NoCorrelationMatch = Specifies that the Microsoft Dynamics CRM CorrelationToken is present on the subject line but does not map to  anything in Microsoft Dynamics CRM.

    Basicall, the application is not finding a relationship to a record in the system for the token on the subject line.

    Regards, Donna

    Monday, May 9, 2011 5:56 PM
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    Thank you - this fixed the same problem for us as well. 
    Wednesday, July 25, 2012 7:14 PM
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    Donna, where can I find more info on the SDK you refer to?
    Tuesday, July 31, 2012 12:58 AM
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    Here you go http://msdn.microsoft.com/en-us/dynamics/crm/bb467596

    Regards, Donna

    Tuesday, July 31, 2012 1:17 AM