Microsoft KB Archive/890486

= Replies to Microsoft CRM-originated e-mail messages that have special characters in the subject line are seen as unsolicited e-mail in Microsoft CRM 1.2 =

Article ID: 890486

Article Last Modified on 6/2/2006

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APPLIES TO


 * Microsoft CRM 1.2

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SYMPTOMS
When you send an e-mail message by using Microsoft Business Solutions CRM, the Microsoft CRM Exchange Router performs Unicode (UTF-8) encoding on the e-mail message. If the subject line of the e-mail contains a special character, the CRMExchangeQueueService.exe file cannot obtain the start placement or the end placement of the GUID for the e-mail message.

Note The following are examples of special characters that cause this behavior: å, æ, é, ñ, ö, and á.

The Microsoft CRM Exchange Router uses the GUID in the subject line of the e-mail message to identify Microsoft CRM-related e-mail. Therefore, the Microsoft CRM Exchange Router cannot parse the subject to capture the GUID. The e-mail is seen as unsolicited, even though it is a reply to an e-mail that originated in Microsoft CRM.

In Microsoft CRM, you can see that the reply e-mail that contains special characters in the subject line does not create an activity.

Note This problem applies to users who have the personal e-mail option set to Convert to e-mail activities: Only e-mail about existing Microsoft CRM records.

To view this option in Microsoft CRM, follow these steps:
 * 1) Log on to Microsoft CRM by using the user account that you want to verify.
 * 2) Click Tools, and then click Options.
 * 3) Click the Activities tab, and then verify the setting for the Convert incoming e-mail option.

Note UTF stands for &quot;Unicode Transformation Format.&quot;



RESOLUTION
Microsoft CRM has a fix for this problem that is part of a cumulative update. The cumulative update information is described in the following Microsoft Knowledge Base article:

904435 Update Rollup 2 is available for Microsoft CRM 1.2

Keywords: kbmbsemail kbprb kbmbsmigrate kbqfe kbhotfixserver KB890486

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