Resolving Errors With Setting Up A QUEUE In Microsoft Dynamics CRM 3.0

At Unitek, we cover the full gamut of Microsoft Dynamics CRM 3.0 and CRM 4.0

For today’s blog, I would like to share with you a story from a recent discussion I had with one of our clients using Microsoft Dynamics CRM 3.0. They were having some difficulties setting up a QUEUE in Microsoft CRM 3.0 and were stuck in the process. They were doing everything right, step-by-step, but were missing a major part in the process and maybe there are some of you out there that are experiencing the same thing?

So, everyone say it with me… the first step is… Create the user. Simple process, just make sure you set the correct privileges and attributes.

If you’re using the CRM implementation guide, you’ll notice that they require you to DISABLE the user account. There is still some question in the greater CRM community as to whether or not it’s a required step; but do as Microsoft says here… disable the user account.

Next step? Add the queue into the CRM Application.

And this next step is where the struggles started for my client. After sending out a test email to the queue, they saw that nothing happened. They had reviewed the event logs on both Exchange and CRM servers, but there was nothing listed. They tried working with user privileges and registry keys, but to no avail. Because they had restarted the Exchange Router, IIS, and Exchange Server itself (Several times), the system admin got pretty upset because MOM (Operations Manager) was driving him up the wall with alert messages.

What step did they forget? Believe me, it’s an easy step to remember… You have to add mailbox rules to the user of the queue. Using the rule deployment wizard for this step. It’s that simple. Once the rule deployment wizard is finished, you can send out a sample email to test. If these steps were completed, you’ll see the email appear in the QUEUE you just created. Congrats! You’re now ready to go onto the next issue.

JH
Microsoft CRM Consultant
Unitek Microsoft CRM Services