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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Tracking Emails & ...
Microsoft Dynamics CRM (Archived)

Tracking Emails & Server Side Sync - What should it do?

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Posted on by David Brooker 66

Setup is Dynamics 365 for CE (CRM) Online with Office 365 Online i.e. Exchange Online (all in the same domain)

I am aiming to track emails. 

The server is set to "Use correlation to track email conversations"

Users has "Success" against incoming email status, outgoing email status and Appointments, Contacts and Tasks.

User is set to Track "Email messages in response Dynamics 365 email" in Personal Options >> Email

Once the user manually Tracks and "Set Regarding" a received email using the “Dynamics 365 App for Outlook” App an activity is recorded against the correct Entity in Dynamics CRM - All well and good so far.

However, subsequent replies to the original email and replies to those replies are not being automatically tracked into the CRM System and no activities are being recorded against the CRM Entity's.

My question is:

Shouldn't both the incoming and outgoing emails be recorded as activities against the CRM entity without any further manual intervention from a CRM user? i.e. they shouldn't have to manually track and set regard every single email in an ongoing conversation?

Your responses would be welcome.

*This post is locked for comments

  • Suggested answer
    David Brooker Profile Picture
    David Brooker 66 on at
    RE: Tracking Emails & Server Side Sync - What should it do?

    All,

    (for those who may come later)

    I have managed to confirm that Robs assertion that only Outgoing emails will be automatically tracked as an activity within CRM when using the lightweight Outlook App is correct (why did I ever doubt him?).

    This is definitely the situation if Smart Matching or Tracking Tokens are not selected and only Correlation is in use. I am still unsure how the App would behave if either of these additional tracking methods are added to work alongside Correlation.

    There are moves to alter the lightweight app / tracking method  to allow Outgoing responses to be automatically tracked using just Correlation but nothing is definitely planned.

    Hopefully it will be added by Microsoft as it would be a good addition to the lightweight apps abilities.

  • David Brooker Profile Picture
    David Brooker 66 on at
    RE: Tracking Emails & Server Side Sync - What should it do?

    Rob,

    Thanks for the response. Yes, its the Lightweight Outlook App we are using.

    All - I'm not questioning Robs assertion that the Lightweight Outlook App will not automatically track emails (he's probably right!). I've searched the Web for an opinion either way and found slightly contradictory / unclear statements.

    Can anybody else confirm what Rob is stating? If he is correct then this makes the lightweight app an insufficient replacement for the old-fashioned Outlook client in my organisation. We are looking at this because the old-fashioned Outlook client is causing huge problems by regularly crashing / uninstalling itself without warning.  

    Also, does anybody else have any thoughts on the Error code in the Mailboxes Alerts? Latest is that the error code (which is generated approx. every 5 minutes) has changed to:

    Email Server Error Code: Exchange server returned UnknownIncomingEmailIntegrationError -2147218683 exception.

  • Suggested answer
    Rob Landolt Profile Picture
    Rob Landolt 495 on at
    RE: Tracking Emails & Server Side Sync - What should it do?

    If you're using the lightweight Outlook app, outgoing emails are never automatically tracked even if they are in response to an inbound tracked email. The only outbound emails that get automatically tracked are ones written and sent from CRM. Anything from Outlook you'll have to track/set regarding. Otherwise have to use the old-fashioned Outlook Client (the one with the installer) to automatically track both inbound and outbound emails.

  • David Brooker Profile Picture
    David Brooker 66 on at
    RE: Tracking Emails & Server Side Sync - What should it do?

    I have just found the following error message in the Alerts log for the two users we are testing against:

    Email Server Error Code: Exchange server returned UnknownIncomingEmailIntegrationError -2147220956 exception.

    The above question still holds which is "should individual emails in an ongoing email conversation be automatically tracked as activities against a CRM entity"

    But now also does anybody have any clues as to what might be causing the above Error message which might be the root cause of my problem?

    I have rechecked things like the privileges and roles assigned to the users and all appears to be OK.

    Any help would be appreciated.

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