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SYMPTOMS
When you configure a Microsoft Dynamics CRM queue to receive e-mail messages, e-mail messages from internal Microsoft Dynamics CRM users are not delivered to the queue as expected. However, all e-mail messages from external users are successfully delivered to the queue.
Additionally, the following message is logged in the Application log on the server that is running Exchange Server:
Message: [Subject:'Test1' From:'' To:'"IT.Support.CRM@moneycorp.com" ' CC:''] in
mailbox: [CRMServerUrl:'http://crmapp02.moneycorp.com/'
EmailServer:'MC04-XS' EmailAccount:'CRMMail'
ForceReDelivery:'True'] has been verified and should not be
delivered (reason code 5).
CAUSE
This problem occurs if you have enabled the option to exclude e-mail messages between Microsoft Dynamics CRM users.
RESOLUTION
To resolve this problem, use the appropriate method.
Microsoft Dynamics CRM 3.0
1.
Start the Microsoft Dynamics CRM Web client.
2. Click Settings, click
Organizational Settings, and then click System Settings.
3.
On the E-mail Tracking tab, click No under Set whether to exclude e-mails between Microsoft CRM users, and then click OK.
Microsoft Dynamics CRM 4.0
1.
Start the Microsoft Dynamics CRM Web client.
2.
Click Settings, click Administration, and then click System Settings.
3.
On the E-mail tab, click to select the Track e-mail sent
between CRM users as two activities check box, and then click
OK.
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