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I brought this up at the UG summit last week but I'm still hitting the wall. We have users that work our of add'l departmental inboxes in Outlook e.g. Marketing, Service, Sales. They are able to track an email and 'Set Regarding' however, any future correspondence between the two parties do not get tracked. I have enabled and logged in as these generic 'users' and ensured that they are set to 'Track: Email messages from CRM records that are email enabled.' However, they still do not track.
Could you please let me know What option is selected in the personal options in the Outlook for Tracking.
Also, how many users are facing this issue?
Is there any error message you get or is it just that the user can see the emails as an activity in CRM?
Does the email has the Tracking token number and tracking information in Outlook?
I have 'Track: Email messages in response to CRM email' set in the Personal Options in Outlook.
This is affecting app. 6-10 users.
No, they do not receive an error message. They are able to track the initial message in the second inbox, but any future emails do not automatically get tracked.
So I guess this doesn't even work from the primary inbox. If I click 'Set Regarding' on an email and then reply it will track the first reply but then if the original user replies back again it does not track the second incoming email which is part of the original thread.
Are the departmental inboxes set as the default profile for CRM in these users' Outlook? If there are multiple profiles syncing up to an organization or if there are different organizations and the departmental inboxes are not the default, you will be able to set regarding, but it will only track for one "user" per machine. You may be able to use a forward mailbox for the departmental inboxes to get better tracking if they are not going to be the primary CRM for Outlook account on the machine.
Here's a link to more information on forward mailboxes.
My point is that it doesn't even seem to work when logged in as the user. It only tracks the original email and the reply but if I reply back again, it stops tracking.
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