Microsoft Dynamics 365 | Integration, Dataverse...

Emails tracking to CRM but not showing so within Outlook

(2) Share

Report

Posted on by Hibee Chris

Hello,

Our team are having issues with the Dynamics 365 App for Outlook tracking emails to CRM. The personalisation settings are correct within CRM and set to track responses to tracked emails. They are still tracking to CRM successfully but they are not showing as such in Outlook. The category is still there but they aren't being attributed to tracked emails so we are unsure what's been tracked without checking CRM. This is leading to a mix of duplication and in some cases emails being missed.

Has something changed to cause this and how do we fix it so that automatically tracked emails show as such within Outlook.

It's the same for appointments.

Thanks

Categories:

Dynamics 365 general

I have the same question (0)

All responses (3)

Answers (0)

Suggested answer

Holly Huffman 6,530 Super User 2025 Season 2 on at

Like (1)

Report
Hi there!

Apologies if you've already tried these things. Just some thoughts:

check server-side synchronization is set up correctly for the mailbox (critical step to make sure the D365 app for outlook functions properly)

double check the tracking settings in BOTH dynamics 365 and outlook (at times, settings might get reset / changed during updates)

sometimes uninstalling and reinstalling the D365 app for outlook add-in itself can resolve issues

Hope this helps!

Was this reply helpful? Yes No
Hibee Chris 75 on at

Like (0)

Report

Thanks for the reply and suggestions @Holly Huffman.

I've checked the D365 end to ensure that the drop down is set to track email messages in response to Dynamics 365 email for the team.

What are the settings to check within Outlook? I don't think I've ever changed anything here. I did look at the categories and saw that tracked to dynamics was there.

I have tried removing the app from one of the users and then reassigning. I took away their license, security roles, mailbox settings and everything before putting it back in.

We have two environments that we use. One is the service side of our charity and the other is the operations. I use the Ops side and the tracking is still showing for me in Outlook so I'm struggling to recreate it.

Just to reiterate, the emails do appear to be tracking to CRM, the team aren't getting that visual notification saying so in Outlook or when they check the Dynamics app.

Was this reply helpful? Yes No
Adam_Travers 329 on at

Like (0)

Report

Hi,

I dont know if this will help but I had a similiar issue last week and I noticed a warning I had not seen before within one of the users Mailboxes - Alerts saying there is an issue with the Outlook Category. After a Google search I located a post to say that the TrackCategorizedItems option within the Ogranization Settings Editor needs to be set to true as ours was set to false

If this doesnt help I would track an email for a user and check if there is anything useful posted within their Mailbox -> Alerts

Was this reply helpful? Yes No