E-mail messages from a CRM user to a queue are not delivered in Microsoft Dynamics CRM 4.0

If you disable the "Track e-mail sent between CRM users as two activities" feature in Microsoft Dynamics CRM 4.0, e-mail messages from a CRM user to a queue are not delivered. Additionally, if a workflow rule sends an e-mail message to a queue, e-mail messages that are sent by the workflow rule are not delivered. This problem affects both tracked messages and untracked messages.

This problem is fixed in the latest cumulative update rollup for Microsoft Dynamics CRM 4.0. For more information, click the following article number to view the article in the Microsoft Knowledge Base:

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: Apply this hotfix to computers that are running the following programs:

• Microsoft Dynamics CRM 4.0 server
• The Microsoft Dynamics CRM 4.0 client for Microsoft Office Outlook

After you apply this hotfix, you must add the DoNotIgnoreInternalEmailToQueues entry to following registry subkey on the CRM server: Set this registry entry to the DWORD type, and then set the value as follows:

• 0 = False
  False value will ignore internal e-mail messages to queues.
• 1= True
  True value will not ignore internal e-mail messages to queues.

Prerequisites

You must have Microsoft Dynamics CRM 4.0 installed to apply this hotfix.

Restart requirement

If you are prompted, you must restart the computer after you apply this cumulative update rollup.

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base: For more information about how Microsoft Dynamics CRM hotfixes and updates are named, click the following article number to view the article in the Microsoft Knowledge Base: