Problems with setting up CRM 4 Email Configuration Manager

[Kanan]

I am using Microsoft Dynamic & was trying to configure the email router for CRM 4. i setup the configuration profiles & deployments into the Email router Configuration Manager. the problem with this is when i click on the test button after access to the users, Queues, & forward mail boxes tab, it states that the outgoing status succeeded & then it just heangs up there. i get no information about the incoming status.

Can someone provide me the solution....???

[Sam.D]

To start we need to setup the CRM router. This is done with the "Dynamics CRM E-Mail Router Configuration Manager".

1. Open the Router Config. Manager on the CRM server.
   
   
2. Click on New and you will see this dialogue box.
   
   
3. Fill in the details as so:
   
   
   • Profile Name : Email_out
   • Direction : Outgoing
   • Email Server Type : SMTP
   • Location : cronos
   
   
   
4. Repeat the steps above, but create a incoming profile as follows:
   
   
   • Profile Name : Email_In
   • Direction : Incoming
   • Email Server Type : Exchange
   • Location : http:// guyver
   • Access Credencials : Other Specified
   
   
   
5. Now Click on the Deployments tab, and click New.
   
   
6. Fill in the form to associate your incoming and outgoing profiles with your CRM intallation.
   
   
   • Deployment : My Company
   • Microsoft Dynamics CRM Server : http://discovery/<OrganizationName>
   • Access Credencials : Local System Account
   
   
   
7. Click on Publish.

Setting up a Queue

In CRM 4.0 you can set up a Queue to receive emails sent to the system.
Once in a queue, the email can be processed by CRM. If the email has a tracking token, then CRM will try and find where the email originally came from (i.e. a Case) and associate it.
In order to setup a Queue, you must follow these steps:

1. Open CRM 4.0 in the browser, click on the Settings button in the left menu.
   
   
2. Then click on Business Management menu item.
   
   
3. Now click on Queues on the right.
   
   
4. Click on New on the Queue toolbar.
   
   
5. The New Queue form will be displayed.
   
   
6. Fill in the form, using the email address set up for receiving CRM emails. In this case it is TESTCRMDEV@ company.com.
   Under Incoming Emails you have the option of:
   
   
   • All e-mail messages,
   • E-mail messages in response to CRM e-mail,
   • E-mail messages from CRM Leads, Contacts and Accounts.
   
   
   In this instance, I want all emails being sent to TESTCRMDEV@ company.com to be added to the queue, if it is reply or a new message.
   
   I then set the email access type incoming and outgoing to the E-mail Router I had previously set up on the CRM server.
   
   
7. Click Save and Close.
   
   
8. Now go to Workplace and Queues and you shall see the new Queue you just created.

Testing

For testing, we are going to see whether an email is sent and whether email tracking works correctly. To do this we will send a email to the testing account you are using as the CRM Inbox (i.e. TESTCRMDEV@ company.com), set up a Case and send emails from it. Then replies to those emails need to be picked up by the queue we set up earlier.

1. Send your email to the CRM mailbox. It may take some time until the email gets sent through and is picked up (it took around 5 minutes for me).
   
   
2. Next we're going to convert this Email Activity to a case. Open the email, on the tool bar, click on To Case. The convert to Case pop up will be displayed.
   
   
3. When you have filled in all the values and clicked OK, then the new Case will be opened.
   You will need to add in a few values, like Interaction Date, and Source.
   
   
4. Save the Case and then Click on Activities. Then click the New Activity toolbar button.
   
   
5. In the list that pop ups, click on Email, and OK:
   The new email window will be opened, allowing you to enter some further details.
   
   
6. Fill in some of the details. Make sure that you send the email from thr CRM Queue.
   Click Send when done.
   It may also be a good idea, for testing, to remove the customer in the To box and replace it with your own user account.
   You may have to wait a little bit for the email to appear in your Inbox!
   
   
7. Now reply to the email, it should be sent to the CRM email account you are using and be picked up by the Queue.
   
   

   Once the email arrives, you will notice that the title contains a string of numbers at the end (CRM:00140032). This is the tracking token CRM uses to determine where the message came from. In the Regarding field you should still see the original Case that you sent the email from. If you do not see anything there than CRM was not able to determins were the Activity should belong. In that case you should check you settings.

[chroma]

If this does not work for you, then please post your settings in the same way you see them posted in the response so we can work to identify the modification needed.

Link to Microsoft

Please post your settings in this format:

Configuration Profiles tab (Incoming profile) (Advanced tab has default settings)

E-mail server Type: Exchange

Authentication Type: Windows Authentication

Location Server: http:// mail. companyname.com (OWA)

Access Credentials: Other specified Specified

Domain administrator login account

Configuration Profiles tab (Outgoing profile) (Advanced tab has default settings)

E-mail server Type: SMTP

Authentication Type: Windows Authentication

Location Server: exchangeservername

Access Credentials: Local System Account

Deployments tab

MIcrosoft Dynamics CRM server: http:// servername:5555 /company_name

[Macarenas]

In order to troubleshoot the E-mail Router you will want to know what E-mail Access Configuration is set of your users. To find out the configuration you can view each user’s record in CRM under Settings-Application-Users. Each user can have a different configuration like the following.

Troubleshooting Incoming E-mail

If you have an error type HTTP 401 (Unauthorized)

Make sure the user has logged into the mailbox so the mailbox is activated before clicking “Test Access”. Also verify you can receive E-mails into that mailbox.

Check the properties of E-mail Router Incoming profile

1. Verify the correct URL of the Exchange server is entered.
   
   1. http(s)://myexchangeserver
      
   2. http(s)://www.myexchangeserver.local
   
   
   You should not put anything at the end like “/OWA” or “/Exchange” or even a simple “/”.
   
2. Check the Access Credentials to see what they are set to(LocalSystem, UserSpecified, OtherSpecified).
   
   
   
   
   
   Make sure that the user that is set in the Access Credentials has Full rights to access to the mailboxes you are testing access for. To test this, try to logon to the Router machine with the account set in the Incoming profile (Or do a run as in IE), then try to access to the OWA URL of the User you are currently testing (http:// exchangeserver/Exchange/crmuser)
   
   You can check these links below to give Mailbox rights to the user that is set in the Access Credentials of the Incoming Profile. For setting permissions on a mailbox in Exchange 2003 http:// technet.microsoft.com/en-us/library/aa998707(EXCHG.65).aspx
   
   For setting permissions on a mailbox in Exchange 2007, http:// technet.microsoft.com/en-us/library/bb124097(EXCHG.80).aspx
   http:// mostlyexchange.blogspot.com/2007/02/granting-permissions-to-mailboxes-in.html
   
3. If User Specified is used in the access Credentials then make sure the user that you are trying to connect to has set their username and password in Tools-Options as the router will use those credentials to access the users mailbox.

Note: The User Specified option is used in the scenario where the router is monitoring user mailboxes. This would be when the users E-mail configuration is set to E-mail Router for the Incoming Profile.

If you have an error type HTTP 400 (Bad Request), HTTP 404 (Not Found), HTTP 502 Bad Gateway, or The Remote name could not be resolved:

Make sure the Exchange URL you entered in the E-mail Router Incoming profile is correct, the syntax must be:

1. http(s):// myexchangeserver
   
2. http(s):// www. myexchangeserver.local
   
   
   1. You should not put anything at the end like “/OWA” or “/Exchange” or even a simple “/”.

Check IIS Logs on Exchange Server to see what Virtual Directory it is failing on (ExAdmin or Exchange)

1. IIS 6 - %SystemDrive%\WINDOWS\system32\LogFiles
   
2. IIS 7 - %SystemDrive%\inetpub\logs\LogFiles

Is SSL required on the Exadmin or Exchange virtual directory?

• If so make sure to include https in the Exchange url when setting up the Incoming Profile.

Check if there is a Valid Certificate.

1. Do not use selfssl generated certificates
   
2. Try to navigate to the url that is set in incoming profile in IE
   
   
   1. http:// servername/exchange/usermailbox
      
   2. Are there any Certificate Errors?

Check if Exchange 2007 roles are separated

• If the Exchange Server roles are on separate machines make sure to use the Exchange server that is the mailbox server role when creating the incoming profile.

If you have an error type HTTP 404 (Not Found)