Personalized Community is here!
Quickly customize your community to find the content you seek.
Choose your path Increase your proficiency with the Dynamics 365 applications that you already use and learn more about the apps that interest you. Up your game with a learning path tailored to today's Dynamics 365 masterminds and designed to prepare you for industry-recognized Microsoft certifications.
Visit Microsoft Learn
2020 Release Wave 2Discover the latest updates and new features to Dynamics 365 planned through March 2021.
Release overview guides and videos Release Plan | Preview 2020 Release Wave 2 TimelineWatch the 2020 Release Wave 1 virtual launch event
Ace your Dynamics 365 deployment with packaged services delivered by expert consultants. | Explore service offerings
Connect with the ISV success team on the latest roadmap, developer tool for AppSource certification, and ISV community engagements | ISV self-service portal
The FastTrack program is designed to help you accelerate your Dynamics 365 deployment with confidence.
FastTrack Program | Finance TechTalks | Customer Engagement TechTalks | Upcoming TechTalks
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.
Business Applications communities