Dynamics 365 App for Outlook Missing Categories

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Posted on by Eloise

I have completed the following for all active users in our organization:

Mailboxes are configured for server-side sync.
Mailboxes have been tested and enabled.
Dynamics 365 app for Outlook has been pushed to users.

Some, but not all, users are only seeing 'Tracked to Dynamics 365 (undeliverable)' category and they are not seeing the 'Tracked to Dynamics 365' category. These users are also experiencing delayed syncing (hours rather than 15 minutes) or 'tracking failed' errors. These are the types of mailbox errors I am seeing for them:

ExchangeCategoryCreated
ExchangeSyncUnknownACTIntegrationError
UnknownIncomingEmailIntegrationError
IncomingEmailRejected

The categories are present and tracking works when they use their Outlook Web Application. Only seeing these issues in their Outlook Desktop Application. They are using MACs.

Has anyone experienced/resolved this type of issue? Thanks!

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Satish Tiwari - CRM on at

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Hello,

Can you check if "Tracked to Dynamics 365" Outlook category was disabled /removed through OrgDbOrgSettings tool - this is the setting name which handles it - TrackCategorizedItems ? If yes, you can enable TrackCategorizedItems using OrgDBOrgSetting tool. You can find more info here -

docs.microsoft.com/.../use-outlook-category-track-appointments-emails

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