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''Tracked to Dynamics 365'' blue category is not showing for one user but another user can track it fine. The email is visible for both users in dynamics

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Posted on by Purushotham

I would like to understand the reason behind the "Tracked to Dynamics 365" blue category not showing for one user but showing for another user where the same email is visible for both users in Dynamics.

Scenario:

User-A is can't see that tracked category when User-B tracks emails through Outlook.

User-B had successfully tracked email in outlook and blue dynamics tracked category is placed fine. However, for the other user under same email User-A is not able to see this blue category for when User-B tracks these.

Any suggestions ?

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Purushotham on at

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RE: ''Tracked to Dynamics 365'' blue category is not showing for one user but another user can track it fine. The email is visible for both users in dynamics

Thank you Leah for the inputs
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Community Member on at

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RE: ''Tracked to Dynamics 365'' blue category is not showing for one user but another user can track it fine. The email is visible for both users in dynamics

Hi Purushotham,

Firstly, you can refer following link to enable Category-Based Tracking for Dynamics 365 App for Outlook

In 3 Easy Steps to Category-Based Tracking with Dynamics 365 App for Outlook - Microsoft Dynamics 365 Community

Users configured to use Server-Side Synchronization with Dynamics 365 may see a new category(Tracked to Dynamics 365) available in their Exchange mailbox and in Outlook.

If you do not see the category at all, then check that User-A's mailbox is still being processed by Server Side Sync.

And you can try to enable Dynamics 365 App for Outlook for User-A again.