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Odd queue issue - Any ideas?

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  • 1.  Odd queue issue - Any ideas?

    TOP CONTRIBUTOR
    Posted 12 days ago
    I have a Private queue set up with "All incoming message" set. The email flow to the queue is fine. All emails are showing in the queue items list.

    Here is the odd issue: Every email activity that is created has the "To" updated with 1 Account record added that has nothing to do with the incoming email.

    For example: I will send an email to the queue, the "From" field will have my email address. The "To" field will have the queue email address, BUT an additional record is being added for an account, which I'll call "ABC Company". So, the to field will have "ABC Company" and the Queue email address.

    Any ideas?

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    Aaron Back, MCSE
    Sr. Microsoft Dynamics 365 Consultant
    ACE Microtechnology
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
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  • 2.  RE: Odd queue issue - Any ideas?
    Best Answer

    SILVER CONTRIBUTOR
    Posted 11 days ago
    Hi Aaron

    We use queues and we get this sometimes when someone accidentally creates a record with the same email address so that they can email internally (instead of emailing the queue).  In our case its normally a lead or contact, could it be that your account has one of its email addresses set to be the same as the queue email address?

    Thanks

    James

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    James Rees
    Senior Systems Engineer
    Liverpool John Moores University
    Liverpool
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  • 3.  RE: Odd queue issue - Any ideas?

    TOP CONTRIBUTOR
    Posted 11 days ago
    @James Rees - I will check into this. Thanks! ​

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    Aaron Back, MCSE
    Sr. Microsoft Dynamics 365 Consultant
    ACE Microtechnology
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
    ------------------------------



  • 4.  RE: Odd queue issue - Any ideas?

    TOP CONTRIBUTOR
    Posted 11 days ago
    @James Rees - Your idea helped me resolve the issue. What's crazy is that the email address was in a custom email field. So, all email fields would need to be reviewed. ​

    ------------------------------
    Aaron Back, MCSE
    Sr. Microsoft Dynamics 365 Consultant
    ACE Microtechnology
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
    ------------------------------



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