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I have some users who track replies correctly and successfully and other users who do not
Personal settings are the same for both
We use SSS on the system settings
Any help is appreciated.
I work with our Microsoft Dynamics 365 support team. Typically to get to the bottom of these types of issues it would be great to look into specific examples including the "to" , "from" , "cc" and message ids of a working and non working email. Unfortunately this would be unachievable on a communities post and I would definitely recommend opening up a Microsoft Dynamics support case and our engineering team can gather this information from you to determine the cause.
Otherwise, a good place to start would be to open up the mailbox who is supposed to promote the email into the system within Dynamics 365 and navigate to the alerts section to see if there are any specific error messages when the email attempts to promote into the system.
For the non working users, do all replies not track into the system or is it intermittent? Additionally, when you say "users track replies" Are they just replying to the email and expecting that reply to be tracked into Dynamics? Or are they using the App for Outlook to manually track which is failing?
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