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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Emails sent to contact...
Microsoft Dynamics CRM (Archived)

Emails sent to contacts in CRM web don't appear in Outlook sent items

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Posted on by Mainstay 170

We have an On-Premise version of Dynamics CRM 2013 with Server-Side Synchronization setup with our On-Premise Exchange 2010 server. Emails sent from CRM web to CRM contacts are received by the client and if they reply to the email these emails are synced back into Dynamics as an email activity against the contact record as expected. However the original outbound emails are not synced to the users Outlook sent items. I have been unable to find out why this is and any assistance would be appreciated.

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  • Community Member Profile Picture
    Community Member on at

    I have exactly the same issue, any answers would be great.

  • Suggested answer
    Satish Tiwari - CRM Profile Picture
    Satish Tiwari - CRM on at

    Can you check if tracking is set to Email messages in response to CRM email or All email messages in Personal Options ?

    Navigate to Personal Options >> Email >> Track >> Email messages in response to CRM email, if its set to this then change it to All email messages and then test the issue again.

  • Community Member Profile Picture
    Community Member on at

    Just tried to apply the personal options. Didn't make a difference. Emails sent out of CRM web app don't land in my sent items.

  • Mainstay Profile Picture
    Mainstay 170 on at

    I agree. Set tracking to all but still have the same problem. I would be interested to get feedback from other people to see if anyone has been able to sync emails generated in the crm web client back to their Outlook sent items using server-side sync.

    Just to provide some more information these are the credential settings I'm using for our crm email server profile.

    Authenticating using: Windows Integrated Authentication

    Use Impersonation: Yes (the service account for the Asynchronous Processing Service is used to access mailboxes on behalf of users) Impersonation has been enabled for this account on Exchange. And just to confirm again. Messages are sent and received fine it's just the messages that are sent from the crm web client that aren't synced to Outlook sent items.

  • Community Member Profile Picture
    Community Member on at

    In exchange I was able to see the message going though the exchange logs as well and it come from the correct account. So frustrating that is doesn't show the message in sent items in outlook.

  • Mainstay Profile Picture
    Mainstay 170 on at

    Yep. Same here.

  • Partha Profile Picture
    Partha 5 on at

    I have seen this as well and it doesn’t seem to be an expected behavior because the mails are after all sent from the mailbox server and they should therefore ideally show up in its sent items

    I will let you know as soon as I have an update on the matter

    - Partha | Microsoft Dynamics CRM Support

  • Philip Verlinden Profile Picture
    Philip Verlinden 2 on at

    Hi,

    we have had a similar question where the Outgoing Profile is the email router. It's clear that wen SMTP is used, these "sent emails" via SMTP will not be found in the User's Exchange Sent Items. http://stackoverflow.com/questions/24257524/why-emails-sent-by-smtpclient-does-not-appear-in-sent-items

    On the other hand, when the Email Router (or Server-Side Sync) would use the Exchange Service, you would tend to believe to see "sent emails" from CRM to end up in the User's Exchange Sent Items. To be checked... or if someone could verify, highly appreciated!

  • Suggested answer
    Philip Verlinden Profile Picture
    Philip Verlinden 2 on at

    Simular question answered in  https://community.dynamics.com/crm/f/117/t/155402.aspx

    With server-side sync it is expected that emails sent from CRM do not appear in the users Sent Items in Outlook. The whole point of server-side sync is that a Outlook is not required and that the flow of emails is from CRM to the outgoing email server which may or may not be Exchange.

    As you have found for items to appear in Sent Items it is best to use CRM for Outlook sync.

    For more details refer the following link :- http://www.microsoft.com/en-US/dynamics/crm-customer-center/set-up-email-processing-through-server-side-synchronization.aspx

    Hope this helps.

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