MS Dynamic CRM 2011 Ticket System (route email as case)

Posted on 2013-02-04
Medium Priority
Last Modified: 2013-03-04
We are using MS Dynamics CRM 2011, and would like to use the  "cases" as our ticketing system. What I want to do is route all emails to support@domain.com to our CRM, so it automatically creates a case.

This seems possible (at least, thats what I read on the internet), but I can't find how to setup this email routing.

Can anyone tell me how I set that up?

E-Mail received for support@domain.com >> CRM Email router >> Create case
Question by:redworks
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LVL 30

Expert Comment

by:Feridun Kadir
ID: 38850744
There are several steps to achieve your requirement:


Create a mailbox for the support email address


Create a queue in CRM and add the support email address to the queue. Configure the incoming email option for the queue to all e-mails.


Install and configure the e-mail router
Installing and configuring the e-mail router is a topic in its own right but as a minimum you must configure an incoming profile which tells the e-mail router where to find incoming e-mails and a deployment which tells the e-mail router the location of your CRM web services. There are options for how to connect to Exchange to get incoming e-mails. You may need to read up about that. An option I recommend is to use a Forward mailbox.


Create a workflow that creates a case when an e-mail is received. An alternative to this is to consider a third-party e-mail to case add-in for CRM such as that from c360. But see what you can acheive with workflow first.

Author Comment

ID: 38850765
Thanks for your reply. I was just trying that when you sent it :)

I created a mailbox, added a queue with the matching support@domain.com, fired up Email router, loaded data. Saw queue. Pressed test button, and it gives me:

Name: Support system
Incoming Status: Failure - Error: ErrorNonExistentMailbox

Server: https://exchange2013/EWS/Exchange.asmx
Outgoing Status: Succeeded

Any clue? (using Exchange 2013, with CRM2011 rollup 12 (which supports exchange 2013))

PS: needless to say, the mailbox support@ DOES exist... I can login using Webmail, and see "support@"...
LVL 30

Expert Comment

by:Feridun Kadir
ID: 38850789
Hmm, couple of thoughts. The e-mail addresses on the mailbox and the queue do not match (does the mailbox have more than one e-mail address?) or the credentials specified for the incoming profile are not sufficient to look at the mailbox.
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Expert Comment

by:Feridun Kadir
ID: 38850803
By the way, where did you see that the e-mail router supports Exchange 2013?  This article http://support.microsoft.com/kb/2669061 does not include Exchange 2013.

Author Comment

ID: 38850804
I created an access user "dynamiccrmemail", and gave that all permissions for incoming. I tested this with a CRM *user* account (not a queue), and that works. Furthermore, this user (dynamiccrmemail) is also the account holder of support@domain.com (I see this in webmail, when I login with that user).

So, credentials are ok, email address matches (I reconfigured again, copy/paste, just to be sure)

Author Comment

ID: 38850858
Hmm, weird... After getting come coffee, I clicked the test button again and it was succesful... Maybe it had to sync? No clue... But it works now.

However, I am having trouble creating the workflow.
Under the queue, I can not create the workflow (dont see ADD)

Under settings, I go to processes, and create a workflow. However, I don't see the option "receive email" anywhere.... How do I do this?
LVL 30

Expert Comment

by:Feridun Kadir
ID: 38850883
Go to Settings | Workflow.

Create a workflow (type process) for the email entity. In the workflow select Scope, organization and Start when record is created.

Author Comment

ID: 38850915
OK, doing that...

Go to settings, processes, create process, workflow
Processname: "Create Ticket"
Entity: E-Mail
Category: Workflow
New blank process

Then, I leave all defaults, select Scrope: Organization (why this option?)
I click "add step", Create Record.
Create Case
I click Properties

Problem is: I have to enter a title, and customer... It is possible a non-existing customer (i.e., does not exist as record) can E-Mail us...

Furthermore, I can not seem to be able to set the DESCRIPTION field...

How to do this?
So a case is generated, with the name+email adres of the FROM header of the email, and description of the E-Mail as case text?

Author Comment

ID: 38852641
See link below. Allthough this is for CRM4 and I am using CRM2011, it should be the same.

I follow the steps exactly, and in System Jobs I see the task as executed and completed, it does not create the actual case... What am I doing wrong??
If I create a case manually, it works fine...
LVL 30

Expert Comment

by:Feridun Kadir
ID: 38853029
It may help if you post a screenshot of your workflow. Does your workflow include a create case step and is the workflow running for emails as they are arrive in the queue?

Open an e-mail in the queue and then click Workflows in the left-hand navigation. This will show a list of system jobs, one record for each time the workflow ran for the e-mail. Double-click the system job. In the system job window you will see the steps for your workflow with ticks against each step that was executed.

Author Comment

ID: 38854156
See image below. All seems to go OK.
(I use service@, not support@)

Email router picks up mail, workflow processes it (see it in system jobs also), and all seems to go OK, except for creating the case...

Workflow process
LVL 30

Expert Comment

by:Feridun Kadir
ID: 38856910
Your screenshot looks like the outcome of a workflow running (i.e. a log). I see the first green tick but the absence of a tick against create case suggests that the if check failed and nothing else was processed.

Try changing the test to If E-mail: To equals and then click the lookup to your queue rather than using To Recipients.

Accepted Solution

redworks earned 0 total points
ID: 38934141
I managed to resolve this using not "equals" but "contains" in TO. Then it works

Author Closing Comment

ID: 38949150
this was the answer

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