Fix the format

Author: Celiazhou1

support/dynamics-365/customer-service/queues/queue-email-address-not-resolving-correctly.md

@@ -1,49 +1,49 @@
----
-title: Queue Email Address Is Unresolved or Unrecognized in the To Field
-description: Solves an issue where emails sent to a queue show the queue email address as unresolved or unrecognized in the To field in Microsoft Dynamics 365.
-author: Yerragovula
-ms.author: srreddy
-ms.reviewer: courtser
-ai-usage: ai-assisted
-ms.date: 04/18/2025
-ms.custom: sap:Queues, DFM
----
-# Queue email address isn't resolved correctly in Dynamics 365
-
-This article addresses an issue where emails sent to a queue show the queue email address as unresolved or unrecognized in the **To** field in Dynamics 365.
-
-## Symptoms
-
-When emails are sent to a [queue](/dynamics365/customer-service/administer/set-up-queues-manage-activities-cases) in Dynamics 365, the queue email address appears as unresolved or unrecognized in the **To** field within Dynamics 365. However, the system still processes the email and generates cases as expected.
-
-## Cause
-
-This issue occurs when multiple records within Dynamics 365 share the same email address. The system identifies multiple matches and might randomly resolve one of them. As a result, the email address appears as unresolved or unrecognized.
-
-## Resolution
-
-To resolve this issue, follow these steps:
-
-1. Use the following [Open Data Protocol (OData) query](/power-apps/developer/data-platform/webapi/query/overview) to find duplicate email addresses in the system. This query returns all records (queues, accounts, contacts, leads, or custom records) that share the same email address.
-
-    `https://contoso.api.crm.dynamics.com/api/data/v9.1/emailsearches?$filter=emailaddress eq '[email protected]'`
-
-   > [!NOTE]
-   > Replace the organization URL and email address in the query to fit your environment.
-
-2. Remove or update duplicate email addresses:
-
-   1. Change the email addresses on duplicate records to ensure each email address is unique across all records.
-
-   2. After updating the email addresses, verify the query results to ensure duplicates no longer appear.
-
-      If duplicates persist in the query results, there might be a delay in the email search table refresh. Currently, there's no method to force an immediate refresh of the email search table.
-
-3. Adjust Dynamics 365 system settings:
-
-    1. Navigate to **Advanced Settings** > **Settings** > **Administration** > **Email** in Dynamics 365.
-    2. Locate the **Set To, cc, bcc fields as unresolved values if multiple matches are found in Incoming Emails** setting.
-    3. Set the setting to **No** to ensure the system correctly resolves email addresses when there's only one matching record.
-
-   > [!IMPORTANT]
-   > If the setting is set to **Yes**, the system doesn;t resolve email addresses that have multiple matches. These email addresses appear marked in red, requiring you to manually resolve them to a specific record.
+---
+title: Queue Email Address Is Unresolved or Unrecognized in the To Field
+description: Solves an issue where emails sent to a queue show the queue email address as unresolved or unrecognized in the To field in Microsoft Dynamics 365.
+author: Yerragovula
+ms.author: srreddy
+ms.reviewer: courtser
+ai-usage: ai-assisted
+ms.date: 04/21/2025
+ms.custom: sap:Queues, DFM
+---
+# Queue email address isn't resolved correctly in Dynamics 365
+
+This article addresses an issue where emails sent to a queue show the queue email address as unresolved or unrecognized in the **To** field in Dynamics 365.
+
+## Symptoms
+
+When emails are sent to a [queue](/dynamics365/customer-service/administer/set-up-queues-manage-activities-cases) in Dynamics 365, the queue email address appears as unresolved or unrecognized in the **To** field within Dynamics 365. However, the system still processes the email and generates cases as expected.
+
+## Cause
+
+This issue occurs when multiple records within Dynamics 365 share the same email address. The system identifies multiple matches and might randomly resolve one of them. As a result, the email address appears as unresolved or unrecognized.
+
+## Resolution
+
+To resolve this issue, follow these steps:
+
+1. Use the following [Open Data Protocol (OData) query](/power-apps/developer/data-platform/webapi/query/overview) to find duplicate email addresses in the system. This query returns all records (queues, accounts, contacts, leads, or custom records) that share the same email address.
+
+    `https://contoso.api.crm.dynamics.com/api/data/v9.1/emailsearches?$filter=emailaddress eq '[email protected]'`
+
+   > [!NOTE]
+   > Replace the organization URL and email address in the query to fit your environment.
+
+2. Remove or update duplicate email addresses:
+
+   1. Change the email addresses on duplicate records to ensure each email address is unique across all records.
+
+   2. After updating the email addresses, verify the query results to ensure duplicates no longer appear.
+
+      If duplicates persist in the query results, there might be a delay in the email search table refresh. Currently, there's no method to force an immediate refresh of the email search table.
+
+3. Adjust Dynamics 365 system settings:
+
+    1. Navigate to **Advanced Settings** > **Settings** > **Administration** > **Email** in Dynamics 365.
+    2. Locate the **Set To, cc, bcc fields as unresolved values if multiple matches are found in Incoming Emails** setting.
+    3. Set the setting to **No** to ensure the system correctly resolves email addresses when there's only one matching record.
+
+   > [!IMPORTANT]
+   > If the setting is set to **Yes**, the system doesn;t resolve email addresses that have multiple matches. These email addresses appear marked in red, requiring you to manually resolve them to a specific record.