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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM Plugin for Outlook...
Microsoft Dynamics CRM (Archived)

CRM Plugin for Outlook, the [Regarding] field is blank

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Posted on by KTGAN

Hi,

I encountered some problem with the CRM Plugin for Outlook. Need help.

1. I have an incoming email in Outlook

2. I tracked the email, the subsequently convert the email into 'Case'

3. In Outlook, I can see the email was tracked, and [Regarding] field is the case

4. Then, I open the email in Outlook, and reply the email.

5. From the replied email which has been sent out, I can see the email has been automatically tracked. However, the [Regarding] was not auto-populated with the 'Case'

Is this a correct behaviour? I always thought the email will be auto associated.

Regards,

Gan

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I have the same question (0)
  • mscrmba Profile Picture
    mscrmba on at

    If you reply from in CRM you will get the Regarding auto-populated.

    Have a look at Jukka's blog on this topic:

    survivingcrm.com/.../synchronization-vs-tracking-understanding-activity-management-options-dynamics-crm

    Think about using threads - i.e. 'synchronise tracked email threads with CRM'.

    Joel's blog here: crmtipoftheday.com/.../track-emails-using-forwarding-inbox  may help (not actually set regarding, but at least make the activities appear in CRM)

  • KTGAN Profile Picture
    KTGAN on at

    hi mscrmba,

    Yes, my client is aware that, if he / she reply email in CRM, where the previous email has been set regarding to case, the reply email will auto set regarding to the case.

    However, my client is expecting if he / she has reply email via outlook, where the previous email has been tracked and set regarding to case, the reply email will auto set regarding too.

  • mscrmba Profile Picture
    mscrmba on at

    Are you using Tracking Tokens?  If you are it should be possible to programmatically find another email record with the same tracking token and pick up its Regarding record and populate that same record into the Regarding field for the new email record.

    Logically it should be possible as long as the unique identifier (e.g. Case Number) can be guaranteed.

    Are you using the auto-case-creation rules?

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