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

Article ID: 953340 - View products that this article applies to.

SYMPTOMS

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.

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RESOLUTION

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:

949256

(http://support.microsoft.com/kb/949256/ )

Microsoft Dynamics CRM 4.0 updates and hotfixes

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:

322756

(http://support.microsoft.com/kb/322756/ )

How to back up and restore the registry in Windows

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:

HKLM\SOFTWARE\Microsoft\MSCRM

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.

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STATUS

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

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MORE INFORMATION

For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:

824684

(http://support.microsoft.com/kb/824684/LN/ )

Description of the standard terminology that is used to describe Microsoft software updates

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:

887283

(http://support.microsoft.com/kb/887283/ )

Microsoft Business Solutions CRM software hotfix and update package naming standards

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