Friday, July 6, 2012

Email Router Not Promoting BCC Emails

Microsoft Dynamics CRM Email Router is not promoting emails if the email address to be matched on is only in the bcc filed.
An event similar to the following is logged in the Application log.
#35241 - The recipients for the e-mail message with subject "your email subject" in mailbox did not match any known records.
One customer noticed that they did not get their emails into the CRM queue if the sender just put their email address in the bcc field.
I did not find any clear information regarding this behavior anywhere so i opened a case with Microsoft Support.
Apparently this is by design. The reason for this is that there is no information about the bcc address in the message header of the email so the email router is not able to match based on the bcc.
The same is true if you promote emails from Outlook to CRM
You can do a workaround by making an incoming email rule that redirects your incoming email where your email address is only in the bcc field to you mailbox. This way your email address appears in the to field, and the promotion of the email works.
The rule would look something like the image below.
Thank you Microsoft Support :)


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