Emails sent through CRM from one user ending up in another users outlook drafts folder?!?

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I am using CRM Outlook client and our CRM hosting company set up an email router for us so we can send out emails from the CRM through marketing lists, campaigns, and with template emails. The emails are all sent through a Queue which is set to use my email logging creditials. All other Users on the crm are set to use a similiar queue with their credentials...now comes the weird part.

When I send out an email through the CRM, with the From field set to use my Queue for the router, the emails get sent as expected. What is unexpected is that other CRM Users on our system are finding the emails appearing in their "Drafts" folder in outlook with the From field set to myself.

I want to know how this could be happening? Our CRM provider doesn't seem to know.

It also appears that the emails do go out, so it is like a copy is getting stuck in another users draft folder although the original file goes out.

Has anyone else experienced this? Please help :) !!!

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AaronRic 10,035 on at

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Hi Sean,

I have definitely not seen this before. Do these users have delegate access to your mailbox? If you send an email with your email instead of the queues, does this still occur? What Update Rollup are you seeing this on?

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Community Member on at

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The outlook CRM setting for "allow other users to send email on your behalf" is unchecked for all users. We have been told that we cannot send an email through outlook/crm with our email address....ie we cannot use our email to send out to a marketing list. That is why our hosting company set up the email router and queue for us.

When we send out standard old emails from outlook there is never any problem like this. It is only when we use a queue that has the router information in it.

It seems like this has flummoxed our hosting company as well since they have tried getting us on screen share meetings with microsoft staff. Unfortunately, our hosting company is not a very good liason and we have not been able to contact Microsoft directly....

We are using MD CRM 2011 5.0.9688.1533 and MD CRM 2011 for MIcrosoft Office Outlook with Offline Access 5.0.9690.3233

Sean

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AaronRic 10,035 on at

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One issue I see here is that your CRM server is on Update Rollup 5 and your clients are on Update Rollup 12. It is recommended to keep these on the same version. However, in your case, your server is pre UR6 and the client is post UR6, where there were large changes. I would recommend getting the server up to a later version to ensure there are no issues there.

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Michal Abraham 385 on at

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Hi,

we have the same issue as described. Our server is RU13 and also the client is RU13. Is this related to the Exchange setting?

Have you progressed anyhow?

Michal

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Community Member on at

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We just updated everything to RollUp12 but I have removed the queues in questions since our hosting company and other channels were not able to figure out the problem. I am going to be re-implementing the queues and I'll let you know how it worked out.

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Rodger Keesee on at

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Hi guys - we have the exact same experience. All users here have emails in their Outlook drafts folder sent by other CRM users. The emails are sent successfully but this is a security concern for us because we have a multi-organization environment. This problem started very recently. Started with RU13 (we skipped RU12). Our server is RU13 and all the clients are RU13. We use Intermedia hosted Exchange.

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AaronRic 10,035 on at

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I think it would be best at this time to create a support case with Microsoft CRM Support, as we would need to get on a remote session for more in depth troubleshooting. Here are the multiple ways to contact support:

support.microsoft.com/.../629

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Boudewijn Snoeren 1,272 on at

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Hi all,

are there any updates regarding this issue?

Thanks!

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Community Member on at

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We removed the email sending queues and router all together and are now just sending emails out through User accounts in Outlook. It seems like this has solved the problem.

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Boudewijn Snoeren 1,272 on at

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Well okee that will be a nice workarround.

There are some system workflows sending e-mail as well.. so we really need the e-mail router, so maybe somebody can help me out here?

Thanks!

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