Our customers have a CRM queue with a linked Exchange Online mailbox which receives e-mails from the company website to process by using Server Side Synchronization.
We noticed that sometimes, after running for a few weeks correctly, the e-mail processing stops suddenly (but this doesn't get noticed by the end users).
I contacted Microsoft CRM Support and they told me that the mailbox gets disabled when Exchange Online service interruptions occur.
When the Exchange Online Service is restored, the mailbox processing doesn't restart automatically. We need to enable the mailbox manually by clicking on 'Approve Email' and on 'Test and Enable mailbox' and after a few minutes, the processing resumes again. This should be an automatic process. As soon as the Exchange Online mailbox is reachable again, the server side synchronization should detect this and resume processing. One of our customers who experienced this had two weeks of unprocessed e-mails with legal issues when not handled on-time. Manually re-enabling the mailbox is unacceptable. It shouldn't get disabled in the first place.
Support case: 115052193059700
Comments
I 100% agree or at least a button to start an unlock sequence after checking the mailbox details and noticing the status 1 of a locked mailbox.
Category: Microsoft Office Integration
Which makes the problem even worse is, that each time you enable a mailbox again a test-mail is send again. Then the users open up tickets asking if they got some kind of virus. So you have to manually copy the mail-addresses of the users into an email, then send this mail first and then manually enable each of the mailboxes. The integration with Exchange is in general very average. We also tried out SAP CRM and the Exchange-integration is on the same-level. This shouldn't be this way, if I buy two Microsoft-products the integration should be top-notch.
Category: Microsoft Office Integration
We 100% agree. We also have a customer that has a short exchange blackout due to consistant backups. This leads to disabled server side sync! We'd also need an urgent solution since manually checking every day is not an option!
Category: Microsoft Office Integration
We 100% agree. We also have a customer that has a short exchange blackout due to consistant backups. This leads to disabled server side sync! We'd also need an urgent solution since manually checking every day is not an option!
Category: Microsoft Office Integration
Administrator on 11/23/2016 7:57:22 AM
Duplicate of another suggestion. We have made many improvements to reliability in last 2 years. if you are still having issues, please file support cases and escalate, and we will investigate. Thanks for your feedback