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BCC E-mail not in Queue

  • 1.  BCC E-mail not in Queue

    TOP CONTRIBUTOR
    Posted Feb 28, 2014 02:01 PM
    Hello everyone,

    It seems that e-mails Bcc'd to our helpdesk e-mail are not entering the helpdesk e-mail queue. Is anyone else seeing this? Is this default behavior? Can it be changed?

    Thanks!

    -------------------------------------------
    Jon Amsden
    BA/PM
    Cineplex Inc.
    Waterloo ON
    -------------------------------------------
    Academy - Online Interactive Learning from Experts


  • 2.  RE:BCC E-mail not in Queue

    TOP CONTRIBUTOR
    Posted Mar 03, 2014 08:53 AM
    We're on CRM 2011 and it definitely works as you described where BCC emails do not go into the queue.  

    I kind of like this feature.  Allows us to record (non-actionable) information in the mailbox without it showing up in the queue for someone to triage.  For example, when replying from your personal email address but the information needs to be in the shared mailbox.

    -------------------------------------------
    Eric Labashosky
    Chief Application Architect
    Benco Dental
    Pittston PA
    -------------------------------------------






    Academy - Online Interactive Learning from Experts


  • 3.  RE:BCC E-mail not in Queue

    Posted Mar 03, 2014 09:18 AM
    We are on CRM 2011 and yes this is how it works. To get around this, we set up an Outlook rule on mailboxes like this (where we want to bring in all messages so they can be worked from CRM) which says that if the mailboxes address is not in the To or CC box then forward the message back to itself. This will then bring it in, but the email addresses will now be to and from the same mailbox and you will have to look at the original message to determine who it was really from.

    Rule looks something like this in Outlook:



    -------------------------------------------
    Justin Knieling
    CRM Developer
    Grand Canyon University
    Phoenix AZ
    -------------------------------------------

    Academy - Online Interactive Learning from Experts


  • 4.  RE: BCC E-mail not in Queue

    TOP CONTRIBUTOR
    Posted Jan 02, 2020 05:21 PM
    I'm searching for a solution for the age old bcc queue email to case issue.  I found this thread from 2014, has anyone found a better solution?

    This is what i got from MS, along with the 'go post it on the ideas site'

    https://docs.microsoft.com/en-us/dynamics365/customer-service/troubleshoot-case-email-issue and this Step 6: Ensure that the queue email address is in the To or Cc fields of incoming mails. Emails sent with the queue address in the Bcc field will not be processed.

    Other than the rule mentioned in this thread, is there a way on the Exchange side to write the email address of the bcc'd queue to the To or CC field before the message is delivered to the queue inbox, leaving the From as-is?

    Any help is appreciated,



    ------------------------------
    Jim Corriveau
    A.W. Chesterton Company
    Groveland MA
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 5.  RE: BCC E-mail not in Queue

    TOP CONTRIBUTOR
    Posted Jan 06, 2020 09:56 AM
    Can you please up vote the fix for this issue?

    https://experience.dynamics.com/ideas/idea/?ideaid=6ea15202-492e-ea11-8454-0003ff68c1c4

    Thanks for the help,

    ------------------------------
    Jim Corriveau
    A.W. Chesterton Company
    Groveland MA
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 6.  RE: BCC E-mail not in Queue

    Posted Jan 07, 2020 07:51 AM
    I use an exchange mail flow rule to deal with these.  Same email address blocked out in all 3 spots.  Apparently BCC messages qualify for the condition 'If the message is sent to'.


    ------------------------------
    Tim Miller
    IT Manager
    R.L. Deppmann
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 7.  RE: BCC E-mail not in Queue

    TOP CONTRIBUTOR
    Posted Jan 21, 2020 09:34 PM
    Tim,

    Thank you for the info.  I took this to our Network Team and they have added the 'transport rule'.  The thing is, in testing the trace says the rule was applied however, the email address is not in the CC and the email to case process still does not pickup the email message.  When discussing this with our Network Team I say the words 'mail flow rule' and they say 'transport rule' - are these the same thing in Exchange speak?

    Our Network Team has opened a ticket with MS, but in the meantime was there anything special you had to do, any tips or tricks you had to apply?

    Thanks again for your help,


    ------------------------------
    Jim Corriveau
    A.W. Chesterton Company
    Groveland MA
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 8.  RE: BCC E-mail not in Queue

    Posted Jan 22, 2020 04:36 PM
    Well I'm afraid mine is no longer solved either.  I definitely had this solved with my on-premise Exchange 2010 server, with a rule that looked very much like what I posted.  We move to O365 and re-wrote it (or it converted) as shown.  For a while we ran in dual mode, where my old server was still turned on.  However it appears that once that was turned off (fairly recently), it no longer works.  I can see why the rule would not work, if you take the exception literal.  I can follow the message and see that the transport rule is applied, but it does nothing because of the exception.  And of course removing the exception would be a problem.

    Now I'm hunting for a solution as well.  I need it badly.  Now I see that we've been missing some emails.  Nobody watches the shared mailbox and having to would be a real hassle, but there is nothing in outlook or exchange rules that will act specifically on items received as BCC.

    I'm finding nothing in the email header that is unique to BCC, which makes sense.  Though of course somehow dynamics knows it's BCC.  Might be helpful to understand how it knows.

    I'll post if I come up with anything.  Sorry for the false hope :(

    ------------------------------
    Tim Miller
    IT Manager
    R.L. Deppmann
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 9.  RE: BCC E-mail not in Queue

    Posted Jan 23, 2020 04:48 PM
    I believe I have a bit of an ugly work around.  I can have an exchange rule that says:  If recipient is <the BCC target>, add <a completely different recipient>, and then make that completely different address the bases for the queue.   Essentially have two shared mailboxes for one purpose.  One that is public, and the other that the queue works with.  I did say ugly...   And more complicated if people reply to those queue items (for the one I'm working with we do not).  Seems like in that case you'd have to have some other outbound cleverness, if

    I'm just finding no way for exchange rules to recognize a BCC situations.  It appears that the email received does not indicate it.  I'm guessing that D365 is evaluating by the lack of the given address in the To or CC fields, which exchange rules aren't providing for.  Further, it appears that it will not add the same address to CC if it already sees it as receiving the email in the To.  So... I'll post more if I get something better, but I may have to resort to that work-around above.

    ------------------------------
    Tim Miller
    IT Manager
    R.L. Deppmann
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 10.  RE: BCC E-mail not in Queue

    TOP CONTRIBUTOR
    Posted Jan 24, 2020 03:00 PM
    Tim,

    Thank you for the update.  In your workaround scenario when the 'completely different recipient' is added and the message is delivered will it still be 'From' the original sender?  Also, do you think it would work if the 'completely different recipient' was an alias for the address i want the email to go to?  (probably not, that's why you said completely different sender in the first place)

    The network team here is still working with MS on the issue and we continue to try different rule configurations.  If i find out anything or get it to work I'll let you know.

    - go here to up vote a fix for this issue
    https://experience.dynamics.com/ideas/idea/?ideaid=6ea15202-492e-ea11-8454-0003ff68c1c4

    Thanks again,

    ------------------------------
    Jim Corriveau
    A.W. Chesterton Company
    Groveland MA
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 11.  RE: BCC E-mail not in Queue

    Posted Feb 04, 2020 11:50 AM
    Hi Jim,
    Sorry for the delay.  I did not specifically test the alias approach, but I am confident that it wouldn't work.  Everything I've ever seen shows exchange seeing no difference between alias and primary smtp address.

    I am now running with this work-around scenario (as of 10 minutes ago) and it appears effective.  I created a new shared mailbox in exchange.  Setup the simple rule below, where the first address is the original, and the second is new.  Once I confirmed that the rule was doing as it should, I only needed to update the mailbox in d365 to the new address and re-enable.  Now BCC mail to the original receives the secondary address and the queue receives.

    The email received in the queue / D365 is from the original sender.  They just don't know that we intercepted it in exchange and added another recipient.  Certainly would be easier if MS added a little "accept BCC" setting.  I up-voted your item.



    ------------------------------
    Tim Miller
    IT Manager
    R.L. Deppmann
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 12.  RE: BCC E-mail not in Queue

    TOP CONTRIBUTOR
    Posted Feb 06, 2020 09:21 PM
    Tim,

    It does sound like this would work and I will give it a try if MS does not come through with an answer.  We still have a ticket open with them and I was told Network had some news for me but we could not catch up today.  If I find out anything tomorrow i'll post back...

    Thank you,

    ------------------------------
    Jim Corriveau
    A.W. Chesterton Company
    Groveland MA
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 13.  RE: BCC E-mail not in Queue

    Posted 15 days ago
    Hi,

    We are using 9 mailboxes out of which only 1 mailbox's BCC email should be converted into a Case. We can't use another mailbox. How can we resolve this issue.

    Thank you,

    ------------------------------
    Ranjith Kurikkal
    Cognizant
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 14.  RE: BCC E-mail not in Queue

    TOP CONTRIBUTOR
    Posted 15 days ago
    Ranjith,

    In NAM, MS fixed this in March, so BCC'd emails created cases.  Some CRM Customers complained, so MS pulled the fix out in April and made it optional through system setting and pushed that out on 5/15.  I just updated the system settings and it works.

    You need to install the Organizational Settings solution, i'm using 1.0.2005.1205.  Find the CreateQueueItemForSynchronizingMailbox setting and change it from false (default) to true.  From then on all bcc'd emails will process as-if the recipient was in the To or CC fields.

    Hope this helps,




    ------------------------------
    Jim Corriveau
    A.W. Chesterton Company
    Groveland MA
    ------------------------------

    Academy - Online Interactive Learning from Experts


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