Dynamics 365 Outlook app. Only sync emails which are tracked.

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Posted on by SavvyLuke

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Folks!

What is the correct setting for syncing only emails that the user picks to track? I don't want to sync all the emails, which is what seems to be happening. I have the following settings:

System Settings
Use correlation to track email conversations is checked

Use tracking token is unchecked

Use smart matching is unchecked

Track emails sent between Dynamics 365 users as two activities is unchecked

Mailbox Settings

Server Profile is Microsoft Exchange Online

Incoming Emails is Server-Side Synchronization or Email Router

Outgoing Email is Microsoft Dynamics 365 for Outlook

Appointments, Contacts, Tasks is None

Those are my settings. I've noticed as well the following:

1. Create a new email

2. Tracking it against a record

3. Send it.

Tracking information is not saved when i open the email in the inbox. It asks me to track it again. When i set it, then i can see the activity record in D365.

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RE: Dynamics 365 Outlook app. Only sync emails which are tracked.

Hi SavvyLuke,

Have setup your personal options to use in outlook?

Go to:

FILE => CRM => OPTIONS

Check the third option Select the e-mail messages to track in Microsoft Dynamics CRM and select the track option you want you want.

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SavvyLuke 655 on at

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RE: Dynamics 365 Outlook app. Only sync emails which are tracked.

Thanks for the reply Hakim, but i'm not using the plugin.

I'm using the D365 'light weight' outlook add-on with D365 Online and i don't think it will let me achieve what i want.

Also found out the following:

Setting the 'Incoming Email' to None or 'MSD365 for Outlook' causes the app to throw this error:

We're unable to load this app because your email mailbox isn't configured with Microsoft Dynamics 365 server-side synchronization for incoming email. Contact your system administrator to set up server-side synchronization for incoming email.

The only setting that works is 'Server-Side Sync'.

I also noticed the following:

When i 'Download Mailbox Details' i see the following error and i'm not sure if it's legit or not:

Mailbox Last Sync Cycle Information
lastsuccessfulsynccompletedon : 2/21/2017 8:10:31 PM
lastsyncerror : T:83
ActivityId: 02815187-6b61-4e12-b15d-24586d00d9b0
>Exception : ?<ResponseMessageType xmlns:q1="schemas.microsoft.com/.../messages" p2:type="q1:FindItemResponseMessageType" ResponseClass="Error" xmlns:p2="www.w3.org/.../XMLSchema-instance"><q1:MessageText>Mailbox move in progress. Try again later., Cannot open mailbox /o=ExchangeLabs/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=fc32376bc32941acbca9b39453678b75-SavvyLuke.</q1:MessageText><q1:ResponseCode>ErrorMailboxMoveInProgress</q1:ResponseCode><q1:DescriptiveLinkKey>0</q1:DescriptiveLinkKey></ResponseMessageType>

'Last successful sync completed on' shows today's date (-5 hours for me) but then i see this error and i'm puzzled as to why?

Would it also explain why when i send a 'tracked email' and it leaves its tracking status for it as, for example, 'tracking pending RE: Test Company' even after the sync runs every 5 minutes?

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gkinstler on at

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RE: Dynamics 365 Outlook app. Only sync emails which are tracked.

I've got the same issue Savvy. Any more insights?

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SavvyLuke 655 on at

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RE: Dynamics 365 Outlook app. Only sync emails which are tracked.

Hi Glenn,

I got this to work in our production instance. Not in the sandbox instance.

All synchronization has to be done via 'Server-Side Sync' option in the 'system settings'. See the attached images for my settings. I use 'smart matching' for correlation but for true correlation you should use a token. Rename the prefix to something like 'TRK', if you want, to make it more professional rather than 'CRM'. The rest of the settings are set to 'No'. I'm not synchronizing appointments or tasks or resource bookings so you might want to look at the 'synchronization' tab too for these settings.

Make sure you have a valid and working Microsoft Exchange Online profile setup and the owner of that is a 'Global Administrator' because they are the only people that have the power to do this correctly. The email server profile has a tab called 'Advanced'. Within it, you'll find a setting called 'Process Email From' that you have to change to today so that it doesn't try to grab email from 2014 or whatever that date was set to.

Once you've setup the exchange profile, login to CRM as a Global Administrator and begin setting up mailboxes. Make sure your 'incoming' and 'outgoing' email is set to 'server side sync'. I don't sync contacts and tasks so i set that to none. Then you must 'approve email'. Then 'Test and Enable' mailbox. Wait for the test. If the test passed then you're good.

To install the Outlook lightweight app, go to Settings -> Dynamics 365 App for outlook. Confirm that the mailbox you just setup is being queued up to receive the app. You should see what the status is. If it's successful, it will say 'Added to Outlook'. Alternative way to confirm if it's installed, is when you click on the 'cog' or 'gear' in the top right hand corner and select 'Apps for Dynamics 365'.

I hope this helps you somewhat.

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