A client tracks an email from their Sent items and when it is created in CRM, the Status is "Received". It should be "Sent".
When I look at the email that is created I notice that the "Owner", which should usually be the person who has tracked the email, is set to the disabled "SYSTEM" account.
In addition to the above, the "From" field in the email has the user's email address, but it has not resolved to the User (it is in red and has a red question mark icon beside it). This is in spite of the email address being exactly the same. If I create a new email in CRM and type the email address that the system could not resolve then the email address is replaced by a lookup to the User so it seems the system can resolve the "From" address if you manually type the email in but not when the email was created in CRM due to it being tracked from Outlook.
I've tried clicking on the question mark which brings up a window which lets me select the user from a list. I do this, ask the user to track another sent item and the same issue arises.
I think the crux of the problem is the system is not resolving the email address with the User in CRM. I think if the email was able to resolve then both the issue about the status being wrong and the Owner being wrong will resolve.
Does anyone know why the "From" is not resolving to the User and/or why the owner is System.
