Solved

Workflow on CRM dynamics will never be processed, error 17174

Posted on 2013-02-05
22
1,441 Views
Last Modified: 2013-03-12
Hello everyone,

I have created a workflow that in fact creates an e-mail if two conditions are there, 1 if the e-mail sent to support@mycompany, and if the subject contains "open a case".

then a case will be created and updated.

No matter who do I send the email from. the message will never go through and always will get stuck and an error message will pop up on Crm server as this one below

#17174 - An error occurred while validating the e-mail message with subject "open a case" in mailbox support@mycompany.com. Microsoft.Crm.Tools.Email.Providers.EmailException: E-mails for address myemail@hotmail.com (Sender) in forward mailbox could not be processed as the e-mail address is not associated with any approved forward mailbox user or queue record in CRM.
   at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.CheckForApprovedForwardMailboxUsersOrQueue(EmailMessage emailMessage)
   at Microsoft.Crm.Tools.Email.Providers.ExchangePollingMailboxProvider.ValidateMessageInternal(EmailMessage emailMessage)
   at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.Run()
crm.jpg
0
Comment
Question by:Mohammed Hamada
  • 12
  • 10
22 Comments
 
LVL 29

Expert Comment

by:feridun
ID: 38856876
Do you have a queue or user with the address support@mycompany.com? If so, you need to open the record and click on approve e-mail address.

If you don't, then you need to create a queue (or user but a queue is better) with that e-mail address and approve e-mail address.
0
 
LVL 23

Author Comment

by:Mohammed Hamada
ID: 38857243
Hi Feridun,

Yes I do have a queue and a record with the user support@mycompany.com and I have approved the e-mail as well.
I checked the pending e-mail list but all is well too. in the first condition if email is sent to "support@mycompany.com" I have tried selecting both once the user, and then the queue but both fails with the same error message.

I'm posting all my CRM email router configuration. there could be something wrong.
thanks
EmailRouter1.jpg
EmailRouter2.jpg
EmailRouter3.jpg
EmailRouter4.jpg
first-work-flow-conidtion.jpg
second-work-flow-condition.jpg
3th-work-flow-step.jpg
4th-work-flow-step.jpg
0
 
LVL 29

Expert Comment

by:feridun
ID: 38858340
I think the problem is revealed in the EmailRouter3 image. The error message suggests you are forwarding emails to a CRM forward mailbox. Is that right?

If so, the incoming email message option for the queue should be changed from Email Router to Forward Mailbox. There should be nothing showing under Incoming for the Support queue.

Also, the forward mailbox user should not be listed in image 3 under Users and Queue. The forward mailbox should not be added as a user. It must be defined on the Forward Mailbox tab.  I suggest you remove the e-mail address from the CRM Forward user and if you are not using it for anything else, disable it. Only the support queue should have the support@ email address in CRM.
0
 
LVL 23

Author Comment

by:Mohammed Hamada
ID: 38858411
If I disable "support@mycompany.com" from users, I will get this message when I click load

The Email Router Configuration Manager was unable to retrieve user and queue information from the Microsoft Dynamics CRM Server. This may indicate that the Microsoft Dynamics CRM Server is busy. Verify that URL ‘ ‘ is correct. Additionally this problem can occur if specified access credentials are insufficient. To try again click Load Data under users, queue, forward.

Should I use any other e-mail addresses or just any other users for this ?
thanks
0
 
LVL 29

Expert Comment

by:feridun
ID: 38858416
Ah, that is because on screen 2 you are using the support user to connect to the CRM deployment. Can you use another user that has the CRM System Administrator role on screen 2 for the access credentials to the deployment?
0
 
LVL 23

Author Comment

by:Mohammed Hamada
ID: 38858475
I have disabled the user support@mycompany.com which appears under users in the e-mail router. and under deployment tab I changed the user credentials from support@mycompany.com to administrator and now load data is working without any issues.

Now under users and Queues I see the queue support, and under forward mailboxes I  see the e-mail address support@mycomapny.com in the incoming config profile.

Tried testing again but the same error appeared, i donno what to do more ? any other suggestions?

Thanks
0
 
LVL 23

Author Comment

by:Mohammed Hamada
ID: 38858508
I'm not sure but could this be related to the fact that the sender (me@gmail.com) is not listed anywhere?

I didn't know where to place the senders in the work process ? it might be related!
0
 
LVL 29

Expert Comment

by:feridun
ID: 38858537
What email address do you have for the forward mailbox? Looking at the error message, it looks like e-mails are being forwarded from a mailbox (me@gmail.com) to the forward mailbox. I think the error is saying that me@gmail.com is not associated with a CRM user or queue.

Your set up should be something like this. In CRM, a queue with the address support@ configured with the forward mailbox option. In Exchange a mailbox for support with an address of support@. You also need a separate Exchange mailbox for the forward mailbix with an address of say, crmmail@.

Use the E-mail Rule Deployment Wizard to forward all e-mails for the support mailbox to the forward mailbox.
0
 
LVL 23

Author Comment

by:Mohammed Hamada
ID: 38858666
What I'm basically trying to do is to send any Case creation request to our distribution list which is service@mycompany.com.

So let's say xx@gmail.com, sends an e-mail to support@mycompany.com asking to open a case.

I would like this e-mail to get automatically converted into a case and grab all the content of the email and forward it to another e-mail "service@mycompany.com" with the case number and the email content for technical staff to start working on it and track it.

if there's an easier way to do then please let me know and I would much appreciate it. even if I have to create a new workflow and reinstall the email router.

btw, I don't have on-premise exchange. I'm using hosted Exchange with Intermedia.net

Thanks
0
 
LVL 29

Expert Comment

by:feridun
ID: 38860307
Further to your comment, this is what I think you need:
1) a queue with an email address support@ in CRM configured as per my earlier comment.
2) An exchange or POP3 mailbox for support@
3) An exchange mailbox for crmmail@ (the forward mailbox)
4) A forwarding rule that sends all e-mails from the support@ mailbox to the forward mailbox as an attachment. You can use the E-mail router rule deployment wizard to create the rule or do it manually.
5) In the Email router on the deployments tab, configure the forward mailbox
6) Create a workflow that fires when an email is created (scope organization). Include a check condition so that only e-mails sent to the queue are processed. Add other steps as necessary such as create a case, construct an e-mail to send to service@ etc.

Using hosted exchange is fine. I don't think there is any other easier way then using queues and the e-mail router.
0
 
LVL 23

Author Comment

by:Mohammed Hamada
ID: 38861190
So you mean the Forward mail have to be a different mailbox other than the support mail?
0
Top 6 Sources for Identifying Threat Actor TTPs

Understanding your enemy is essential. These six sources will help you identify the most popular threat actor tactics, techniques, and procedures (TTPs).

 
LVL 29

Expert Comment

by:feridun
ID: 38861468
Yes.
0
 
LVL 23

Author Comment

by:Mohammed Hamada
ID: 38888545
Could you please explain to me how do I manually create the forwarding rule? the wizard doesn't seem to work for me since I don't have a locally hosted Exchange.

Thanks
0
 
LVL 29

Expert Comment

by:feridun
ID: 38888554
Does your mail client support creating rules?  If so, create a rule that forwards all e-mails to the forward mailbox as an attachment.
0
 
LVL 23

Author Comment

by:Mohammed Hamada
ID: 38889099
you mean mail client or server? i'm using exchange 2010 hosted on cloud server with mail client (outlook 2013) and I think in exchange 2010 you can setup a forward rule for incoming email on the owa. would that work though?

thanks
0
 
LVL 23

Author Comment

by:Mohammed Hamada
ID: 38889249
5) In the Email router on the deployments tab, configure the forward mailbox

Should this user be created in CRM, because after I set this up on the user, queue, and forward tab I can't load data because user is not enabled on CRM.
0
 
LVL 29

Expert Comment

by:feridun
ID: 38889289
No, the forward mailbox should not be set up as a CRM user.

The forward rule can be created in Owa.

What we are looking to configure here is the following:
a) a queue in CRM with a support@ email address
b) an Exchange mailbox for suport@
c) an Exchange mailbox for the forward mailbox.

For e-mails to arrive in the support queue you need to configure the email router to collect mails. You can either have the e-mail router look in every users and queues mailbox separately or use a forward mailbox. From you first post, I took it that you were using a forward mailbox and this is generally the recommended method.

When using the forward mailbox, or each user and queue whose e-mails need to arrive in CRM automatically there has to a forward rule that forwards the users' or queues' emails to the forward mailbox (but the rule is only needed for users and queue where the emails must automatically arrive in CRM). The rule must forward emails as an attachment.

When you configure the E-mail Router, you must provide the name and password of a CRM user on the deployment tab (this user should be a system administrator), This is for the e-mail router to connect to CRM and create e-mails (and collect e-mails for outgoing e-mails).

On the Incoming profile you must provide the name and password of a windows account that has permissions to look at the forward mailbox.
0
 
LVL 23

Author Comment

by:Mohammed Hamada
ID: 38901286
I"m pulling my hair now, I got more confused, please be patient with me I never thought it's that complicated to create cases from emails!

Regarding the support queue e-mail .. Can't I just tell my clients/customers to send me case requests e-mail to support@mydomain instead of doing all this to collect emails?


Here's what I have done so far.

1- I created 2 mail boxes. CRMfwd@mydomain.com and support@mydomain.com.

2- I have configured crmfwd in Email router incoming and outgoing profile.

3- Configured administrator in Deployment tab.

4- CRMfwd is configured to forward emails coming from support@mydomain as attachments to service@mydomain.com

5- Created a work flow for email entity with the condition that checks if the e-mail is coming to support@mydomain.com

6- Then a step to create a case and another one that updates it..


I'm attaching everything in snapshots.
https://www.dropbox.com/sh/8vf2joj9do7odct/mQrSR18UZL
0
 
LVL 29

Accepted Solution

by:
feridun earned 500 total points
ID: 38901494
Hmm, your step 4 puzzles me. I don't recall why you have this e-mail address - if you did mention apologies for forgetting.

Which e-mail address are your customers using?  That is the one for which incoming e-mails mustbe forwarded to the crmfwd@ mailbox(as attachments) and is also the e-mail address to be used for the queue.
0
 
LVL 23

Author Comment

by:Mohammed Hamada
ID: 38908436
Yes, Support@mydomain.com is configured for customers to send to. Me and my colleagues want to get all the automated cases which has been opened by CRM to be sent to service@mydomain which is a distribution list.

I have tried sending an e-mail but the case is not opening and no errors are coming at all.

i'm sorry i know it seems complicated, is it possible if you have similar configuration to send me your config? maybe i'll notice something different or missing!

thanks
0
 
LVL 23

Author Closing Comment

by:Mohammed Hamada
ID: 38976723
Feridun, I didn't get this solved yet to be honest and I couldn't find the time to continue with it but because you have been so patient and so helpful I'm awarding you the points.

I'm sure if I'm more familiar with CRM I would probably get this solved with your help but i'll  probably get this done when I have free time.

thanks
0
 
LVL 29

Expert Comment

by:feridun
ID: 38976815
Thank you for the points. I'm sorry you didn't get this resolved.
0

Featured Post

How your wiki can always stay up-to-date

Quip doubles as a “living” wiki and a project management tool that evolves with your organization. As you finish projects in Quip, the work remains, easily accessible to all team members, new and old.
- Increase transparency
- Onboard new hires faster
- Access from mobile/offline

Join & Write a Comment

This is a walkthrough guide I wrote whilst upgrading my on-premise MS Dynamics CRM 3.0 deployment to 4.0. This covers the actual installation of the product to a working level for my system, I ran into a lot of issues that the steps below fixed so h…
On Sep 22nd 2014 Microsoft released Update Rollup 1 for Microsoft Dynamics CRM 2013 Service Pack 1 and back in July Update Rollup 3 was released.  So we now have:   Update Rollup 1Update Rollup 2Update Rollup 3Service Pack 1Update Rollup 1 for S…
Internet Business Fax to Email Made Easy - With eFax Corporate (http://www.enterprise.efax.com), you'll receive a dedicated online fax number, which is used the same way as a typical analog fax number. You'll receive secure faxes in your email, fr…
This video explains how to create simple products associated to Magento configurable product and offers fast way of their generation with Store Manager for Magento tool.

762 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question

Need Help in Real-Time?

Connect with top rated Experts

23 Experts available now in Live!

Get 1:1 Help Now