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Tracking All Email Messages - Only Tracking Incoming?

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Posted on by Taybo510

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We configured several of our reps to have all of their emails automatically tracked, however we have noticed that only INCOMING mail appears to be tracked. For the Set Personal Options section, under the Email tab, we have them set to the "All Email Messages" option shown next to Track. I also confirmed the reps have their emails properly enabled, and they passed both the Incoming and Outgoing email tests. They did NOT pass the test for Appointments / Tasks, but I didn't think that would impact the email tracking. Has anyone else experienced anything similar, or am I just mistaken in thinking all Outgoing email should be tracked with these settings?

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Aditi_Mohpal Microsoft Employee on at

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Thanks Chris for submitting your query here. The personal option of track all email message only applies for incoming emails and not for sent email from outlook.

Please let me know if that helps.

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Koolaid 10 on at

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Hi, i have the same issue, but the mails are tracked with regarding when viewed in CRM activities. But in Outlook they show as ”not tracked”. Only my replies look ”untracked”...anyone know what could be done? Using server side sync.

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Taybo510 150 on at

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For Koolaid, you might be having a separate issue with Server Side Sync that I would not be able to help with myself. For the auto tracking of OUTGOING email, while Aditi Mohpal responded this does not happen automatically when you choose to track all email messages, if anyone else knows of a workaround that could automate this, we are all ears. Our sales reps just want to track EVERYTHING automatically, and we are getting resistance with adoption because we don't have an auto track option for SENT emails. Open to any and all suggestions, thank you!

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Koolaid 10 on at

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Hi, for the Auto track everything i think there is a solution with OrgDbOrgSetting AutoTrackSentFolderItems:

community.dynamics.com/.../dynamics-365-app-for-outlook-part-3-settings-that-affect-tracking-and-correlation

Still it is beyond me why is not all sent mail replys tracked automatically if the setting is sent to track messages in reply to CRM tracked messages...i think the tracking the whole conversation chain is important, not just the answers.

This explained the issue for me, that this ”incomplete tracking” is just a feature of the system, not a misconfiguration:

crmtipoftheday.com/.../

I would be glad to hear Microsoft’s view on this, what is the idea behind to restrict the app like this, especially when the Dynamics CRM and USD built in email editor is horrible to use and very limited compared to Outlook 365...i would imagine that they would want the 2 apps work seamlessly together without these kind of problems.

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