Microsoft KB Archive/921389

= E-mail messages from internal Microsoft Dynamics CRM users are not delivered when you configure a Microsoft Dynamics CRM queue to receive e-mail messages =

Article ID: 921389

Article Last Modified on 1/4/2008

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APPLIES TO


 * Microsoft Dynamics CRM 4.0
 * Microsoft Dynamics CRM 3.0

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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:'&quot;IT.Support.CRM@moneycorp.com&quot; ' 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.

Keywords: kbmbscrm40 kbmbsemail kbmbsmigrate kbprb KB921389

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