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I am having issues when trying to " SET REGARDING" for an email in OUTLOOK. When I click on the " SET REGARDING " option and try to link the email to " CASES ", I am getting the following error message
" THE REQUESTED RECORD WAS NOT FOUND OR YOU DO NOT HAVE SUFFICIENT PERMISSIONS TO VIEW IT "
I have " SYSTEM ADMIN " rights assigned.
In SYSTEM SETTINGS - EMAIL TAB - <<USE TRACKING TOKEN >> & <<USE SMART MATCHING >> have been <<TICKED>>
SET TRACKING OPTIONS FOR EMAIL USERS BETWEEN CRM USERS is <<UNTICKED>>
Does anyone have any idea of how to resolve this issue ?
If you just track the email without set regarding, do you also get permission issue? If you set regarding to a different entity other than "cases", like "account" or "contact", would you also get this permission issue?
In general, system admin should have all the permissions. However you can double check whether some permission was removed or modified. You can go to settings -> security -> roles to check the permissions your current assigned user role have like below (the screenshot is coming from latest dynamics 365 however you should find something similar in your version):
Many Thanks for the reply. I do have the full permissions. I am able to track the email but when trying to use the " SET REGARDING " to a case, I am getting the same error message "THE REQUESTED RECORD WAS NOT FOUND OR YOU DO NOT HAVE SUFFICIENT PERMISSIONS TO VIEW IT".
If you set regarding to a different entity other than case, for example, set regarding to an account, contact or lead, would the same issue also happen? Or this issue is happening for case only?
One more thing you can try to narrow down the issue scope is to set regarding in web client:
1) Track a message in outlook client, but not set regarding to it
2) Then open the web client, go to "My Activities", you should find the message you just tracked there
3) select the message you just tracked, and click the "..." button in the ribbon, you should find an option "Set Regarding" in the dropdown of "...", click it to set regarding, check whether the same error will happen or not
If you can set regarding to it in web client but not in outlook client, then some role/permission related data is not synced to outlook client correctly. You may need to sync the outlook client data again, or even try re-configuring outlook client.
If you also can not set regarding in web client, then most likely you don't have permission/role assigned correctly, or server side permission/role data has corrupted.
HI Andy - Many Thanks for your assistance. It did work for me but the way the system is setup, when the email is tracked, it won't show up on Activities or Closed Activities but appear in the << EMAIL PREVIEW>> tab. When I click on the email, it displays the REGARDING option where I can link the record to a case, contact or an Organisation. I need to check if other users can also access the functionality. Will update you next week.
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