Customer Engagement & Dynamics CRM Forum

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  • 1.  Setup for Email Management with Queues

    SILVER CONTRIBUTOR
    Posted Jul 18, 2018 03:38 PM
    Does anyone know whether or not it is possible to set up a Queue for an email and not have that queue go back and retroactively create Queue email items?

    I have tested out the Queue functionality successfully with a test queue and I used my work email. Everything worked well until the queue started going back through all of my emails and entering them in the Queue instead of emails entering the queue after I had configured the mailbox and Queue. 

    My goal is to configure a Queue for our IT Support email that will create an email Queue item whenever someone emails support however we have 20,000 - 30,000 emails that have been created in the last year and a half and I do not want all of them to be created as emails in CRM. I only want emails tracked into the IT Support Queue going forward.

    Does anyone have any thoughts on this?

    #Advanced #CustomerEngagement
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    Eric Gehlbach
    Application System Specialist
    Cohen & Company
    Cleveland OH
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  • 2.  RE: Setup for Email Management with Queues

    TOP CONTRIBUTOR
    Posted Jul 18, 2018 05:07 PM
    Eric,

    In the Email Server Profile you set the start date/time you want Server Side Synchronization to process emails from.  It is good practice to manually set this date/time forward, I do it every month.  It is under the Advanced tab, "Process Email From".  It would be nice if it was a "don't process any emails older than x days", so it was self-maintaining, but we get what we get...

    Another helpful tip is on your Mailbox Main Form add the field "Process Email Received After" and change the format to "Date and Time".  This is the field Server Side Sync uses to determine the end date/time of the last batch pickup.  It is helpful when trying to figure out if SSS ran on the mailbox or not.  Refresh the form every couple of minutes and when the date/time change SSS ran.  You can also set the date/time back so SSS will pickup old messages.  I'm not sure what will happen if you set the date back before the "Process Email From" date/time, my guess, it will not process emails before "Process Email From" date/time no matter what you do.

    Hope this helps,


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    Jim Corriveau
    A.W. Chesterton Company
    Groveland MA
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  • 3.  RE: Setup for Email Management with Queues

    SILVER CONTRIBUTOR
    Posted Jul 30, 2018 01:19 PM
    @Jim Corriveau thanks for the tip. Changing the "Process Email From" field in the ​Email Server Profile did the trick. I am able to start automatically creating Queue items from the date specified.

    This was very helpful, thanks for your reply.


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    Eric Gehlbach
    Application System Specialist
    Cohen & Company
    Cleveland OH
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