Server Side Synch - Tracking Email Threads in Outlook

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Posted on by Tom Willis

Hi,

Can someone confirm whether or not this behaviour is normal for server side synchronisation..

1. Tracked email sent by user (from either IE or tracked in Outlook for D365 prior to sending - tried both) - email tracked in CRM OK

2. Customer reply comes back - email tracked in CRM OK

3. User then responds to this reply directly from Outlook - email NOT tracked in CRM

4. Customer responds to reply in no. 3. - email tracked in CRM OK

It seems that when responding to a reply directly from outlook, SSS does not pick it up i.e. the whole thread is not tracked unless the user manually tracks EVERY outbound email in Outlook be it a new email or in response to an already tracked email.

I'm just interested to see whether this is working 'as intended' or whether we have a set up issue....

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RE: Server Side Synch - Tracking Email Threads in Outlook

Hi,

you could use the folder level tracking functionality of CRM: technet.microsoft.com/.../dn946907.aspx

Then you create a rules in Outlook which will replace the sent item in the correct folder.
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RE: Server Side Synch - Tracking Email Threads in Outlook

Hi Tom,

probably you have a misconfiguration, please refer to these links:

https://community.dynamics.com/crm/b/dynamicscrmsupportblog/archive/2012/10/10/crm-email-tracking-part-1

https://community.dynamics.com/crm/b/dynamicscrmsupportblog/archive/2012/10/11/crm-e-mail-tracking-part-2

https://dynamicscrmpros.com/understanding-different-options-tracking-e-mails-microsoft-dynamics-crm/

Please let me know if you solve (and what you missed).

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Francesco Picchi

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Tom Willis on at

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RE: Server Side Synch - Tracking Email Threads in Outlook

Thanks for the reply - just to clarify, i'm using D365 (on premise) and am getting the same behaviour with both D365 for Outlook and the D365 App for Outlook.