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Our organization is using CRM dynamics 2013. we also use Microsoft outlook and exchange for all of our email services. I need to sync all incoming email from Microsoft outlook account (which has a corresponding account in CRM) and then based on the email create cases. In order to sync the email i am using automatic tracking on all incoming email. however it seems its only automatically tracking email from non crm users. If a crm user is emailing me using outlook its not getting tracked, (unless i manually click it of course), however if a non crm user emails me it tracks it. Does anyone know what might be the issue?
I'm wondering if you need to enable this option then:
"Track email sent between two Dynamics 365 users as two activities"
Otherwise, CRM may be creating an outgoing email, but, since it's from a CRM user to a CRM user, an incoming email won't be created unless that option is selected
that was it
I'm glad to see you got your problem solved! I track my emails to an app LiiD to our CRM automatically. I can choose whether the emails are tracked as email chain or as individual emails. If you want to know more visit www.liid.com or just try out the app 'LiiD for CRM'.
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