The CRM e-mail router was designed to accept incoming e-mail that has been forwarded from CRM users inboxes and track those e-mails (w/tracking tokens) in CRM. If the e-mail does not contain a tracking token it will permanently delete that e-mail from the e-mail router’s inbox.
The e-mail router only discerns e-mails sent within the past 24 hours. On occasion the e-mail router is unable to process an e-mail and therefore does not process e-mails into CRM but rather remain in the router's inbox. This does not happen often, but when it does a back-log of e-mails begins to build up in the router’s inbox. These e-mails have a tracking token and need to be tracked in CRM and here is how to make that happen:
1. Log onto the server that the router is installed
2. Stop the Microsoft CRM email router service
3. Open C:\Program Files\Microsoft CRM Email\Service
4. Delete the file Microsoft.Crm.Tools.EmailAgent.SystemState.xml
5. Start the Microsoft CRM email router service
Once the service is restarted, the file Microsoft.Crm.Tools.EmailAgent.SystemState.xml will be recreated with no time stamp. The e-mails in the router's inbox will then be processed into CRM.
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