Email Tracking: Email thread stops tracking after second response....

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Posted on by Community Member

Hi there,

I'm having an issue with email tracking.

For example, I sent myself an email from my personal account to my CRM/Outlook inbox. I tracked that message. And then responded. Those two emails were tracked but not the 3rd response (from my personal account).

Am I missing something here in the settings? Probably.

Thanks,

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Community Member on at

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Bump on this.

Also, I have tracking tokens disabled.

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gtwynstra 510 on at

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If you have tracking tokens disabled then the 3rd response from your personal account back to your CRM/Outlook inbox will not be recognized as a message that is part of a tracked thread.

The reason the 2nd response WAS tracked is because the message was in response to an already tracked email and thus contained hidden fields which allows the CRM plugin to determine that it's part of a tracked thread.

Here's a link to some information regarding the hidden fields (see "user defined fields")

https://community.dynamics.com/crm/b/dynamicscrmsupportblog/archive/2013/01/22/crm-for-outlook-client-synchronization-blog-series-part-2-what-happens-when-you-track-an-item-in-outlook

When you forward a tracked email to your personal account, the hidden fields are stripped out. Thus, when a reply is sent from the personal account back to the CRM/Outlook account ( and token tracking is disabled ) - it has no way to associate the incoming email to an existing tracked thread.

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skyshon 245 on at

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Hi VermontCRM,

In order to track emails in CRM, you will need to have tracking configured. These settings may be checked in CRM by going to

Settings > Email Configuration > Email Configuration Settings

As you do not have tracking tokens enabled, ensure that another option is selected under the header "Configure folder-level tracking and email correlation." In addition to the resource that Garrit referenced, tracking is also explained in further depth at:

http://community.dynamics.com/crm/b/dynamicscrmsupportblog/archive/2012/10/10/crm-email-tracking-part-1

http://community.dynamics.com/crm/b/dynamicscrmsupportblog/archive/2012/10/11/crm-e-mail-tracking-part-2

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