What's happening?
Emails sent to a support queue in Dynamics 365 are showing the queue email address as unrecognized or unresolved in the "To" field. This behavior occurs despite the queue otherwise functioning correctly and creating cases from incoming emails.
Reason:
This behavior occurs when multiple records within Dynamics 365 share the same email address. The system identifies multiple matches and randomly resolves one of them, causing the queue email address to appear unresolved or unrecognized.
Resolution:
To resolve this behavior, follow these steps:
1. Identify duplicate email addresses in the system:
- Use the following OData query (replace the organization URL and email address accordingly):
https://contoso.api.crm.dynamics.com/api/data/v9.1/emailsearches?$filter=emailaddress eq 'email@example.com' This query will return all records (queues, accounts, contacts, leads, or custom records) that share the same email address.
2. Remove or update duplicate email addresses:
Change the email addresses on the duplicate records to ensure each email address is unique across all records.
After updating the email addresses, if the duplicates still appear in the query results, there may be a delay in the emailsearch table refresh. Currently, there is no provided method to force an immediate refresh of the emailsearch table.'
3. Adjust Dynamics 365 System Settings to prevent unresolved email addresses:
- Navigate to Advanced Settings > Administration > Email.
- Locate the setting: "Set To, cc, bcc fields as unresolved values if multiple matches are found in Incoming Emails".
- Set this option to "No" to ensure the system resolves email addresses correctly when there is only one matching record.
Important:
- If the setting "Set To, cc, bcc fields as unresolved values if multiple matches are found in Incoming Emails" is set to "Yes," the system will not resolve email addresses that have multiple matches. Such email addresses will appear marked in red, and users will need to manually resolve them to a specific record.