Email 'regarding' field blank

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Posted on by Community Member

Hi,

I have a workflow that sends email notifications through user's outlook add-in when new Leads are created by them. Part of this workflow is setting the Lead in the 'regarding' field of the email, which has always worked.

However, recently a couple of users have had error messages ("an unknown error occurred whilst synchronizing data to Outlook.Item Name= [name of email]") and any emails that are sent from their Outlook account have a blank 'regarding' field in CRM. This means that if I want to see what emails have been sent out for a Lead I can't easily tell as the activities are not linked to the Lead record.

Why are some users getting this error?

How can I set the regarding field for lots of emails at once? I can do this manually one email at a time, but it takes a very long time for each and I have thousands now.

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midrianoz 70 on at

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I would suggest checking the version of the outlook client to be compatible with the version of the server. If this is only happening to some users it is possible that the server has been updated to one of the recent rollup versions and the client outlook for those users has not.

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ScottDurow 21 on at

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My first guess why the regarding is getting set to blank is security - make sure that the users who the emails are assigned to have access to the leads that they are being set regarding to.

As for updating in bulk - probably the easiest will be for you to export to excel and check the 'reimport' checkbox - this will allow you to update the values in Excel and then reimport.

Hope this helps,

Scott

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Community Member on at

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Thanks, but security isn't an issue as some of these emails are from me and I have security clearance to edit all records.

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ScottDurow 21 on at

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Hmm - I suggest that you check you've got the latest rollup on the client/server and then run the diagtool to capture the trace - this will give you more information on the error.

www.powerobjects.com/.../crm-2011-outlook-client-tracing

Hope this helps,

Scott

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