Duplicate queue items are created after you receive an e-mail message that was sent to a queue in Microsoft Dynamics CRM 3.0

After you receive an e-mail message that was sent to a queue in Microsoft Dynamics CRM 3.0, duplicate queue items are created. One queue item is in the mail queue. And, another queue item is in the queue owner's assigned queue. Both queue items are related to the same activity.

Additionally, when the activity is assigned, the duplicate item is not removed. This behavior also occurs when the activity is accepted.

Microsoft Dynamics CRM 3.0

This problem is fixed in Microsoft Dynamics CRM 3.0 Update Rollup 2. For more information, click the following article number to view the article in the Microsoft Knowledge Base:

Microsoft Dynamics CRM 3.0, Japanese or Chinese version

This problem is fixed in the Chinese Simplified version of Microsoft Dynamics CRM 3.0 and in the Japanese version of Microsoft Dynamics CRM 3.0 Update Rollup 2. For more information, click the following article number to view the article in the Microsoft Knowledge Base:

Additional installation information

Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base: To enable this hotfix, follow these steps:

1. Log on to the computer that is running Microsoft Dynamics CRM 3.0.
2. Click Start, click Run, type regedit, and then click OK.
3. Locate and then click the following registry subkey:
   HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSCRM\
4. On the Edit menu, point to New, and then click DWORD Value.
5. Type DisableMultiQueueItems, and then press ENTER.
6. Right-click DisableMultiQueueItems, and then click Modify.
7. In the Value data box, type 1, and then click OK.
8. On the File menu, click Exit.

For more information about the terminology that is used to describe Microsoft software updates, click the following article numbers to view the articles in the Microsoft Knowledge Base: