Microsoft Dynamics CRM (Archived)

After clicking CANCEL, outlook email still gets sync to CRM

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Posted on by RogerChen

Hello,

My setup are Microsoft Dynamics in-premise 2011 and Outlook 2010 Client add-in

Scenario-1 (unexpected result)

1. Under Outlook, I open an email message

2. In the ribbon, I go to Set Regarding --> Account (snapshot-1)

3. I am presented with a Lookup Record dialog to select the record. Then I click CANCEL (snapshot-2)

The email still gets synced to CRM. Is this normal behaviour? If user clicked cancel it should not sync to CRM.

Scenario-2 (expected result)

1. Under Outlook, under the main window, I right click an email message

2. In the context-menu, I go to Set Regarding --> Account (snapshot-3)

3. I am presented with a Lookup Record dialog to select the record. Then I click CANCEL (snapshot-2)

The email does not get synced to CRM.

1222.crm_5F00_sync.jpg

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RogerChen on at

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RE: After clicking CANCEL, outlook email still gets sync to CRM

We are discussing two topics here, the first one below is the original question.

1. Why does the plugin still track the email in CRM when the user (in 2nd snapshot 1st post) clicked cancel instead of okay?

Another picture, shown below; when user clicks Set Regarding from the windows pane, a file dialog appears to lookup accounts; and when user clicks cancel, the email rightly does not get tracked in CRM.

But if user open the email body and click 'Set Regarding' from the ribbon, as shown in first post, and later click cancel on the lookup record dialog, the email still gets tracked.

2. Later after email is tracked, then we click untrack, a dialog appears asking if we can delete them. In our setup, it still does not delete the email in CRM because I suspect the security rights prevent any user from deleting any activities.

From this window, the behaviour is as expected:
Community Member Microsoft Employee on at

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RE: After clicking CANCEL, outlook email still gets sync to CRM

Hi!

When you click Untrack it asks if you want to delete the record in the CRM.

If you click Yes, it wil be deleted.

Any post on this page provided "as is" without warranty of any kind and is for educational and information purposes only. We disclaim any liability arising from any reliance placed on any post.

Dynamica Labs http://dynamicalabs.com/

Disclaimer:

Any post on this page provided "as is" without warranty of any kind and is for educational and information purposes only. We disclaim any liability arising from any reliance placed on any post.
RogerChen on at

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RE: After clicking CANCEL, outlook email still gets sync to CRM

We have tried 'untrack in CRM' in Outlook too but the email stays in CRM as completed. FYI, we have disabled user from deleting any activities from CRM.

Question: Does 'untracking' also delete the email from CRM if the appropriate delete security rights assigned to users?

But still the primary question remains; why does the email gets tracked in CRM when the user did not click OKAY?
Community Member Microsoft Employee on at

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RE: After clicking CANCEL, outlook email still gets sync to CRM

Hello!

Click Track in CRM button to track or untrack an email. The Set Regarding assigns a related Account (in your example) but keeps email synced.

Steps to follow:

In Outlook, open the item that you want to stop tracking.

In the CRM group, click Untrack.

Any post on this page provided "as is" without warranty of any kind and is for educational and information purposes only. We disclaim any liability arising from any reliance placed on any post.

Dynamica Labs http://dynamicalabs.com/

Disclaimer:

Any post on this page provided "as is" without warranty of any kind and is for educational and information purposes only. We disclaim any liability arising from any reliance placed on any post.
RogerChen on at

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RE: After clicking CANCEL, outlook email still gets sync to CRM

Is this normal behavior? Is this some setting on the client side that I should take care of?

This outlook addin have not been updated since 2012 by Microsoft; so I am surprised no one else have reported this, if it is an issue.
RogerChen on at

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RE: After clicking CANCEL, outlook email still gets sync to CRM

Yes, that was what I was doing.

if a user cancelled the linking, why would it still track in CRM?
Community Member Microsoft Employee on at

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RE: After clicking CANCEL, outlook email still gets sync to CRM

Clicking on Cancel after setting regarding will only set the status of email to Cancelled. If you don't want to see it you should delete the email.
Gopalan Bhuvanesh 11,397 on at

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RE: After clicking CANCEL, outlook email still gets sync to CRM

You are trying to search for a record (to track) and cancelled the search.