Hi all,
Any help appreciated on this...
Various users of mine are reporting that they can no longer track email from additional shared mailboxes they have delegate access when using the CRM for Outlook client. This is something that's only recently become a problem in the last 1-2 weeks.
We're running CRM 2011 on-premises, Outlook 2013, Active Directory and Microsoft Exchange online.
Some posts I've read actually suggest you cannot or have never been able to track emails from additional mailboxes in outlook and indeed an error does now appear to when attempting to do so:
There is a suggested workaround to move the email into the personal mailbox and track from there, though this is also not working, it doesn't throw an error it just doesn't respond to clicking track.
Another workaround suggests setting up rules to copy emails that are sent to the shared mailbox to user's personal accounts and track from there, I could explore this though it's not ideal.
I've also tried to add a queue (never needed this before) with the additional email address (and approved) to see if that helps. It doesn't, actually looking at previously tracked emails still in CRM it appears that the tracking for these emails historically reconciled with a contact record using the shared email address as a primary email not a queue or user.
I created a test account and followed these steps suggested by Donna Edwards and by doing this was able to successfully track emails from the additional mailbox, so it does seem possible.
However when I assign delegate permissions through the exchange and mailbox settings in the portal the tracking functionality for those mail accounts are still not available for those delegates.
Perhaps I can set up an Outlook client for each shared mailbox and delegate permissions to all relevant users as per Donna's steps as a workaround, but seems cumbersome.
Does anyone happen to know if anything has changed on the Exchange online servers in the last couple of weeks which may have caused this issue? An update perhaps?
And if anyone has any suggestions for a resolution I'd love to hear about them.
Thanks in advance
Alex Y
