The CRM queue and you


My name is Rubaiyat, and I am one of the newer Program Managers in the Microsoft Dynamics CRM team. Today, I am going to talk about an issue that some customers have faced when using the queue functionality of Microsoft Dynamics CRM, and describe a workaround for it.

A CRM user may choose to track an existing email she received by choosing the email and then clicking the “Track in CRM” button, as shown in Fig 1.

1 track received mail in CRM.bmp

Figure 1. Track an email in CRM.

This will cause this particular email to show up in the user’s Assigned queue, as shown in Fig 2.

2 Shows up in Assigned folder.bmp

Figure 2. Email appears in user's Assigned queue.

The user then chooses to accept this email activity, as shown in Fig 3, and it moves to her In Progress queue.

3 Accept and moves to In Progress.bmp

Figure 3. User accepts email.

The email is now in the user’s In Progress queue as seen in Figure 4.

4 in In Progress and stays here forever.bmp

Figure 4. Email appears in user's In Progress queue.

This email (which is a closed activity since it has already been sent by someone) then stays in the In Progress queue of the user until she deletes it from the queue. This behavior is by design. This is because even though the user cannot send the email (since it has already been sent), the email content may have an action item for the user. For example, this particular email asks the user where the products she sells are available. The user may want to follow up by sending a reply email to the sender.

Since this email will remain in the In Progress queue of the user, it may clutter up the view, especially, if she receives numerous emails every day. Some users may find these emails very frustrating since, after they have followed up on these emails, they do not require any action, but still take up screen real estate on the In Progress queue view. There is no easy way to clean these emails from a queue.


Emails need to be manually deleted from the In Progress queue. Deletion from the In Progress queue simply deletes the email queue item, which can be thought of as a pointer to the email activity; but it does not delete the actual email activity itself. This is illustrated in Figure 5.

5 delete from in progress.bmp

Figure 5. Delete the email queue item from the In Progress queue.

Since only the email queue item was deleted from the In Progress queue, Advanced Find can be used to find this email, as shown in Fig 6. Thus, deleting from the In Progress queue only removes the email from the In Progress queue – it does not remove it from Microsoft Dynamics CRM.

6 Advanced find shows email activity still exists.bmp

Figure 6. Email activity still exists.

In case the user wants to delete the actual email activity from Microsoft Dynamics CRM, she has to delete it from the Advanced Find view (as shown in Fig 7) or from the Activities view.

7 deleting email will not delete the actual email activity.bmp

Figure 7. Deleting the email.

I hope this information helps in using the queue functionality of Microsoft Dynamics CRM.


Rubaiyat Khan

Comments (11)

  1. Sylvain Tremblay says:

    Hi there,

    How about when a user doesn’t have the rights to delete a queue item?

  2. Stefan says:


    You got the point there. Seems like the dev. team has no clue how their software is being used in the real world.

    Rubaiyat, this behaviour IS A BUG and should be fixed.


  3. Peter says:

    I am trying to setup a queue to receive emails from a distribution list. The queue will not pull from the distribution list inbound emails. Is there a workaround for this?

  4. stan says:


    Is there a response to the question if a user does not have the rights to delete a queue item?

    Is there anyway to turn "off" the emails going to "my assigned"?

  5. jpearl says:

    I’m trying to change the case status, when the user accepts the case in the queue.

  6. Hi,

    we have the problem that nearly all of our customers dont want the emails in the Assingned / In Progress Queues with the impact that both queues are totally unuseable.

    The described woraround is possible but not useable. Non-technical user dont understand and dont accept this workaround.

    I can’t belive that there is neither a way to disable this behaviour or disable it by programming.

  7. Hen says:


    We upgraded to CRM 4.0 and all emails are arriving on the "In Progress" queue while on the CRM 3.0 all emails were arrive to the "Assigned" queue.

    what should we do in order to receive all emails on the "Assigned" queue?

  8. stan says:


    Is there any update on this? I have the same issue.  Our users receive many emails through the day and tracking to the queues is rendering the queues useless.

    Giving users "delete" permissions is not an adequate work around.

    Assuming that an action item may be required is also poor design. If an action item is required, the user can create a task.

    I would like the ability to turn this feature off completely as it is a managment nightmare.

  9. Kenneth says:

    Can plugin be triggered on an new email arriving in the queue?

  10. SFCG says:

    Is it by design that email from a distribution list does not show up in he queue?

  11. Nancy says:

    Is this still a problem in the latest CRM? Where are the answers? Outdated articles should be deleted by MS. There should also be an answer or why bother providing comments area?

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