Microsoft Dynamics CRM (Archived)

Track e-mails in shared mailboxes

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Posted on by VinnieL

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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ScottDurow 21 on at

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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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ScottDurow 21 on at

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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

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gtwynstra 510 on at

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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.

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PS 23,577 on at

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Hi,

You can refer to following URLs, to achieve this:

community.dynamics.com/.../200235

community.dynamics.com/.../114133

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VinnieL 10 on at

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Thanks for all the replies, I'll discuss this with our customer and see what we're going to do about this.

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Community Member on at

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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

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gavibe 92 on at

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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?

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