Emails not appearing in Dynamics 365
I've been working with a client to deliver a Contact Centre management system built in Dynamics 365 online. The basic principle of the system is to pick up emails which have been redirected into Exchange Online and then via server side sync brought into Dynamics. Once in Dynamics a record creation rules files to create an enquiry. The contact then use a end user managed collection of quick actions and escalation routes to reply and forward the enquiry to both within the organisation and outside via email.
Problem 1
We needed to send on the onpremise emails to an exchange online mailbox, this was because the clients exchange hybrid project was behind schedule. The sent on emails needed to be from the original sender, not fowarded.
Solution 1
Solution was to use a DL or Distribution Group in Exchange onpremise (Exchange 2000).
Step 1. We created a new DL and moved the smtp email record from the existing mailbox to this new DL.
Step 2. Then we added in DL both the existing mailbox on premise and the new exchange online (external) SMTP address (email).
Problem 2
When were in UAT when we discovered not all emails were arriving in Dynamics.
Emails which were sent directly to the new exchange online mailbox came in.
Emails which were sent to the old email, the now DL created above, did not.
We noticed the email sent in's TO email address displayed in the new exchange online mailbox was different, it was the TO address of the original DL in the exchange onpremise system, not the TO address of the mailbox.
Solution 2
Add a second email address to the queue which was sinking that mailbox.
Navigate settings > customizations > customize the system (We added it to our solution)
Expand entities > expand the queue entity > select forms > open the queue form
Select new field > Provide a display name, name, set data type = text > Field type = simple > format = email > save and close (We picked DLEmailExternal)
Add the field to the form > save and close > publish all customizations
Navigate to the queue > open the record > enter in the distribution group email address into the new email field > save
Please note if you are sending an email internally to the DL which then gets sent on, the TO address will be different again, repeat the steps above and add another field.
