How to properly add CRM Queue?

CRMBIPL — Mon, 22 Oct 2007 18:21:00 GMT

Question might look simply, but I lose few hours to force it to work… Before we start to add a queue, let’s make some assumptions:

1. Microsoft CRM 3.0 is installed

2. Microsoft Exchange 2003 is installed (on Windows Server 2003 – this is supported configuration)

3. Microsoft CRM Exchange E-Mail Router is installed.

I suppose that installed software is configured correctly, and replying for a message with valid CRM token generates CRM activity. In such a clean situation we can start to add a queue. First of all, create user in AD, but user has to be disabled and should have proper rights granted. Just to verify, open Active Directory Users and Computers and

- on the Account tab verify, that ‘Account is disabled’ option is checked

- on the ‘Exchange Advanced’ tab click Mailbox Rights and verify, that Allow is checked for the SELF account for “Full mailbox access” and “Associated external account” permissions

- on the ‘Exchange Advanced’ tab click “Custom Attributes” and verify, that CRMEmailEnabled value is present

In some places we can encounter attribute CrmMailEnabled instead of CrmEmailEnabled. As far as I know, queue works with both of them, but I use CRMEmailEnabled, following the “CRM Installation and Configuration course”. Before closing User Properties, copy user’s E-mail to clipboard. That’s all stuff, that we need from Active Directory.

Second part will be done in Microsoft CRM, so open main CRM page and go to Settings -> Business Unit Settings -> Queues and click New. Type Queue Name, paste e-mail copied just before, choose Owner and Business Unit and click ‘Save and Close’. Verify that ‘All incoming e-mail’ option is checked. That all the stuff from the CRM side…

And now… that it is the place where I lost much time. I was thinking (following the mentioned CRM Installation and Configuration course) that it should works at this place… But in effect, if I send message to CRM Queue nothing happens. I checked, that messages are sent (I mean present in Exchange Mailbox – it can be checked in Microsoft Exchange System Manager), but message is not delivered to CRM Queue. The question is why message cannot be delivered? Or maybe, why CRM cannot receive message? Solution is simple, and it is described in Microsoft CRM Implementation Guide:

Choose to Deploy Rule to Users Mailboxes

This is done by “Rule Deployment Wizard” tool, which is installed with Microsoft CRM Exchange E-mail Router.

After that everything should works properly. If not, there is one more issue, described in KB 921389 – “E-mail messages from internal Microsoft Dynamics CRM users are not delivered…” where the key is internal CRM user. In such a case, verify that mails from CRM users are not excluded. This option can be found in “Settings -> Organizational Settings -> System Settings” on the “E-mail Tracking tab”. Verify that “No” is selected in “Set whether to exclude e-mails between Microsoft CRM users” option.

MS Dynamics CRM Blog from Polish CRM-BI Team : CRM Queue

How to properly add CRM Queue?