Outlook client not tracking email 'conversation' after 'Set Regarding'

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Posted on by Joe Woltering

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So I thought the whole idea of email tracking was that it will automatically track an email conversation between two people once the thread is 'Set Regarding'. This doesn't seem to be happening. My user has 'Set Regarding' on an email and attached it to a Case. The recipient replies back but the email does not get tracked.

I have checked her 'Personal Options' in the Outlook client and verified that this option is checked: "Check incoming email in Outlook and determine whether an email should be linked and saved as a Microsoft Dynamics CRM record" as well as "Select the email messages to track in Microsoft Dynamics CRM" --> "Email messages in response to CRM email."

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Joe Woltering 12,163 on at

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Does anybody know if this actually works or not?

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Joe Woltering 12,163 on at

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Apparently it does not.

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FinneyA 325 on at

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Are you sure that the configuration with your CRM instance is correct? Could you navigate to:

Microsoft Dynamics CRM -> Settings -> Administration -> System Settings -> Email Tab

Could you then check:

You are processing emails via Microsoft Dynamics CRM email router

Incoming Email: Microsoft Dynamics CRM for Outlook

Appointments, Contacts, and Tasks: Microsoft Dynamics CRM for Outlook

Outgoing Email: Microsoft Dynamics CRM for Outlook

Then check smart searching is enabled.

Could you also tell me if your Instance is online or on-premise? As in the past we have had issues with clients which attempt email tracking via outlook with an on-premise instance of Dynamics CRM.

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Joe Woltering 12,163 on at

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Hi Finney,

Yes, correct. I have CRM for Outlook checked for both Incoming and Outgoing. Smart matching is enabled and I have the option checked in the user options to 'Check incoming messages and Track emails messages in response to CRM email'.

I am on-premise 2013.

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Afinney 250 on at

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I suspect you are having the exact same issue which a client of mine, had in the past when having a on premise CRM. The issue was that the connector was working but when passing an email through outlook, got stuck before being dispersed.

To get around this the clients 3rd party hoster, used their own email server for distribution through outlook. Meaning they used server side synchronization to process their emails, they kept incoming/outgoing/appointments, contacts and tasks via Microsoft CRM for Outlook but had their own custom server profile. This was the only robust solution we found to solving the issue, as Microsoft Support could not understand why the Outlook client wasn't working.

Hope this helps you.

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Community Member on at

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Hi,

I just wanted to say THANK YOU. Giving full permissions to the GP root folder fixed my issue. Thanks again!

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