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We have a customer with the following setup:
Dynamics CRM Online, tenant A
Office 365, tenant B
Outlook 2013/2016 with CRM for Outlook 2016 add-in, primary e-mail address configured with Office 365 account from tenant B, user has about 8 other shared mailboxes (created as shared mailbox in Exchange Online), users have full access and send as permissions on the shared mailboxes.
CRM add-in is configured with an CRM account from tenant A.
Users are able to track e-mails from their primary mailbox in CRM Online, but their not able to track messages from their shared mailboxes in CRM online.
Is there any way to track messages from the shared mailboxes in CRM online, without dragging the e-mail to their primary mailbox?
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One issue I have found with shared mailboxes is that an email that has been tracked previously in CRM changes owner randomly therefore changing the modified on date and messing up the order of the activities against the record. That makes it quite hard to manage case work when the activity order is constantly changing.
Why is the owner of the email being changed, how can I stop that?
Go to outlook, add another account
Your name : Shared Mailbox
Email Address: SharedMailbox@Domain.com
Password : "Leave it blank"
and Click on Next.
You'll see a pop up window with options to enter username and password. Enter your username and password here.
username : Username@domain.com
Password : your login password.
Restart the outlook and done.
Warm Regards,
Abhiyan
As Scott indicated, it's not supported. As a workaround, some clients have been known to create an Outlook Rule to automatically copy emails into a sub-folder in the Inbox of the primary email account. From there they can track the emails.
You could setup queues for the sharedmail boxes instead and this way all emails going into that mailbox will automatically be tracked in CRM - joegilldotcom.blogspot.co.uk/.../crm-queue-with-office-365-shared-mailbox.html
Tracking in shared mail boxes is not supported AFAIK - the work around is to move to your primary mailbox as you suggest.
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