One CRM user sends email from within CRM it opens outlook

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Posted on by Sunnyside

We have only one user where when she tries to send email from within cases in CRM it opens up her outlook.

Everyone else sends the email from within CRM (the case) . I've looked at her profile and she looks like the other user.

She doesn't want her outlook to pop up. any suggestion on why it is doing this?

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SamiraM 587 on at

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Check the email setting for that particular user. Here you go:

In CRM, Settings, Users

Open the user form

In the configuration section of the e-mail access, select the desired setting

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SamiraM 587 on at

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Check the email setting for that particular user. Here you go:

In CRM, Settings, Users

Open the user form

In the configuration section of the e-mail access, select the desired setting

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Sunnyside 29 on at

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Thanks for the response Samira. The email setting was checked and the configuration is exactly the same as all other users. I'm nto sure why she is the only one experiencing this

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SamiraM 587 on at

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Check if email is approve and Test and enable Mailbox

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Sunnyside 29 on at

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yes this was checked and down. What is particularly odd about this one user (case) is that it happens if she converts to email to case and tries to send an email that from an unsaved cases (it opens the Outlook form). Once she saves the case it works perfectly fine. she is the only one this is happening too.

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Sunnyside 29 on at

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I was able to figure it out the issue is happening when the user is entering CRM from outlook as opposed to just the web browser. We use the outlook client tool in our organization, and even thought they may have navigated within CRM from some time, because they are entering from within outlook they inherit certain criteria. This criteria can be changed in the CRM options and check the boxes of the form that you want to keep using as Native CRM.

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