Hi,
We are on CRM Online 2016 (latest version) and I have a question regarding the ownership of incoming emails when an email is synchronized server-side.
We have a queue mailbox "Support" which uses server-side sync track all incoming email messages. We also have "User 1" who is disabled in our environment as she no longer needed access to CRM, which that user is associated to her own mailbox as well, which is disabled too.
On a regular day, an email is sent to the "Support" mailbox; the email is synched to CRM and the owner of that mailbox is associated to the Owner of the mailbox, which is "User Support". All is working fine.
Now I will change the scenario. We received an email, which was sent to the "Support" mailbox as well as the disabled user, "User 1". "User 1" was specified first in the email, then the "Support" mailbox. The Owner of this email is set to "User 1", and I need to know why this happened as we have several workflows that depend on the ownership of the email record to create a case and associate it to the correct queue. It is the "Support" mailbox that synchronized the email to CRM, so why did "User 1" get associated as Owner to the email?
My main issue is why the email was set Owner to "User 1", even though this user is disabled in our environment. I understand that records can still be attached to disabled users, but my main concern was that it was the "Support" mailbox that synchronizes the emails, so why was he not the one set as "Owner".
Does anyone know the general rules, when it comes to record ownership, for incoming emails using server-side sync?
Thanks!