Dynamics Community Forum Thread Details

Mailbox settings Delete Emails after Processing locked field

Hello Vanessa,

You've run into a common issue with Dynamics 365 (Power Platform) Queue mailboxes: the "Delete Emails After Processing" field being locked and set to "No" after a queue has been created. This is often due to the way queues and their associated mailboxes are initially provisioned.

Here's a breakdown of the problem and how to resolve it:

Understanding the Problem:

Queue Mailboxes: Queue mailboxes are used to process incoming emails and create records (e.g., cases) in Dynamics 365.
"Delete Emails After Processing" Field: This field controls whether emails are deleted from the mailbox after Dynamics 365 processes them.
Locked Field: The field is often locked after the queue is created, preventing direct modification.
Queue Age: You mentioned that the queue is over 2 years old, this is relevant because some older configurations may have different behaviors.

Solutions:

Using the XrmToolBox (Recommended):
- Concept: The XrmToolBox is a free community tool that provides access to hidden settings and allows you to modify locked fields.
- Steps:
  1. Download and Install XrmToolBox: Download and install the XrmToolBox from its official website.
  2. Connect to your Dynamics 365 environment: Connect the XrmToolBox to your Dynamics 365 environment.
  3. Use the "Attribute Bulk Updater" Tool:
    - Open the "Attribute Bulk Updater" tool within XrmToolBox.
    - Select the "Queue" entity.
    - Create a filter to select the specific queue you want to modify.
    - Select the "deleteemailsafterprocess" attribute.
    - Set the value to "True" (Yes).
    - Execute the update.
  4. Verify the change: Go back to your Dynamics 365 environment and verify that the "Delete Emails After Processing" field is now set to "Yes".
- Advantages:
  - Relatively easy to use.
  - Provides access to hidden settings.
  - No code required.
- Disadvantages:
  - Requires using a third-party tool.

Using the Web API (More Technical):
- Concept: You can use the Dynamics 365 Web API to update the queue record and modify the "deleteemailsafterprocess" field.
- Steps:
  1. Get the Queue ID: Retrieve the GUID of the queue you want to modify.
  2. Use a REST Client: Use a REST client (e.g., Postman, Insomnia) or write JavaScript code to make a PATCH request to the Web API.
  3. Construct the PATCH Request:
    - Use the following endpoint: [your-org-url]/api/data/v9.x/queues([queue-id])
    - Set the request headers:
    - - Content-Type: application/json
      - OData-MaxVersion: 4.0
      - OData-Version: 4.0
    - Set the request body
  4. Send the Request: Send the PATCH request to update the queue record.
  5. Verify the change: Go back to your Dynamics 365 environment and verify that the "Delete Emails After Processing" field is now set to "Yes".
- Advantages:
  - Works directly with the Dynamics 365 API.
  - Can be automated.
- Disadvantages:
  - Requires technical knowledge of the Web API.
  - More complex than using XrmToolBox.

Contact Microsoft Support (If Other Methods Fail):
- Concept: If you're unable to modify the field using XrmToolBox or the Web API, contact Microsoft Support.
- Steps:
  - Open a support ticket with Microsoft.
  - Provide them with the details of the queue and the issue you're experiencing.
  - They might be able to assist you in modifying the field or identify any underlying issues.
- Advantages:
  - Provides direct assistance from Microsoft.
- Disadvantages:
  - Can be time-consuming.

Recommendation:

Using the XrmToolBox (Option 1) is the most recommended approach for most users. It's relatively easy to use and provides access to the necessary settings.
The Web API (Option 2) is a good alternative for those with technical knowledge or who need to automate the process.
Contact Microsoft Support (Option 3) should be used as a last resort.

By using one of these methods, you should be able to update the "Delete Emails After Processing" field for your queue.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

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