Email Status Reason - Sent vs Received - What's the difference?

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Posted on by gtwynstra

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Hello.

I'm trying to figure out what the difference is between the Status Reason "Sent" vs "Received" for an email activity. While tracking both incoming and outgoing emails in Outlook, all email messages have a Status Reason = "Received". However, I do have some older email activities in CRM with the status of "Sent" and I don't understand what's different about them and what condition causes their status to be "Sent". Does anyone know why?

Thanks!

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ScottDurow 21 on at

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If the sender of the email is the same email address as you have CRM the emails should be tracked as Sent. The status is to distinguish inbound and outbound emails.

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gtwynstra 510 on at

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That's what I thought too but despite having ensured that the user is in my Contacts list, both incoming and outgoing tracked emails have the "Received" status. Could it be that because we're using Server Side-Sync that all emails are tagged this way now?

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ScottDurow 21 on at

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Are you sure that the email address in your user record in CRM is the same as the email in outlook?

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gtwynstra 510 on at

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Hi Scott. So I did a test with my own CRM2015 on-prem (7.0.0.3543) and my results look like this:

For a given user in CRM Contacts, an outgoing email that I track using server side sync shows "Received". But when I switch to Outlook sync, an outgoing email tracked to the same user shows as "Sent".

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purwar purwar 2,836 on at

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It is because , You have sent email from CRM so it is showing sent.

Same mail you received in CRM , so it is showing received . If possible pls share createon date of both email.

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gtwynstra 510 on at

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Both activities were outgoing, tracked emails to the same user. The only difference was how the synchronization was configured. The first time was using Server Side Sync. The second time using Outlook sync. To answer your question, the Modified On date and the Created date are identical in each activity.

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purwar purwar 2,836 on at

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The settings for Incoming Email and Outgoing Email in Synchronization Method can't be different relative to one another.

Both have to be 'Server-Side Synchronization or Email Router' OR 'Microsoft Dynamics CRM for Outlook'.

Kindly check below link :

community.dynamics.com/.../156585

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ScottDurow 21 on at

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So does this user have the email address 'gerrit.twynstra@outlo...' set in their CRM user profile? When using the outlook sync there are certain assumptions that are made that cannot be made with respect to who the sender is when using server side sync.

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gtwynstra 510 on at

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The user in the FROM is a CRM User and has a validated email "gerrit.twynstra@vertical....". The recipient (the person in the TO column) is a Contact record in CRM with the email address "gerrit.twynstra@outlo...". It's maybe a bit confusing because I'm using my own email with the same name but different addresses. But in both situations, the related Activity record is be created and associated to the Contact record correctly (albeit the icon indicating the direction of the tracked email is incorrect for the server side sync).

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Dave Ireland on at

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Hi Gerrit;

Sorry for reviving an old post, but did you ever get to the bottom of this? I've recently upgraded a client to CRM 2016 SP1 (on-premise) and I'm seeing the same behaviour. Sent emails that are tracked using outlook are showing as 'Received' and their DirectionCode indicates an Incoming direction.

Thanks in advance.

Dave

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