In Case if CRM queues did not receive incoming (Track) emails from INTERNAL users and able to track outside users sent emails without any problem.
1. Navigate to SETTINGS –> ADMINISTRATION –>SYSTEM SETTINGS –> EMAIL, the box “Track emails sent between Dynamics 365 users as two activities” must be CHECKED
2. Download the OrgDBOrgSettings tool from below link and install it as a solution where it is called “OrganizationSettingsEditor”.
https://orgdborgsettings.codeplex.com
3 After opening, look for the value DoNotIgnoreInternalEmailToQueues. The default is FALSE. That must be changed to TRUE as the bottom text explains.
As show in below screen shot…
