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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM 2015 Outlook Clien...
Microsoft Dynamics CRM (Archived)

CRM 2015 Outlook Client - eMails are tracked with wrong direction code

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Posted on by Fabian SL

We are tracking emails from a public Folder which are copied to the personal store.

The tracking works without any problems but as soon as the eMails are created withing CRM they get the wrong directioncode. For example one eMail was sent to a user by a contact. This email has the directioncode outgoing but it must be incoming.

I've looked for similar Problems but haven't found anything so far.

CRM 2015 on-premise RTM

CRM 2015 Outlook Client Update 1

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  • Verified answer
    Aldo Macedo Profile Picture
    Aldo Macedo on at

    Hello Fabian,

    There is a new whitepaper that can help you to understand how Dynamics CRM Outlook do synchronization: www.microsoft.com/.../details.aspx

    (Microsoft Dynamics CRM: How it works documentation)

    Hope this can be useful regarding with behaviour  of directioncode maybe could be related as when you configure email routing roules for outlook:

    1. Customer send email to Outlook mailbox A and user A responde to this email

    2. Outlook mailbox A has a rule to resend received and sent email to CRM for user B

    3. CRM will sync alll emails to user B email as incoming because mailbox A is resending all elements

    4. CRM will detect that incoming email is from user A not from customer.

    Is this a similar scenario?

    Best regards,

  • Fabian SL Profile Picture
    Fabian SL on at

    Hi,

    Thanks for your Input. I am just going through the Whitepaper.

    Your example is not fitting for our case.

    1. Contact sends email to a user's personal emailaddress

    2. User copies this email into a public Exchange Folder

    -> this happened with a lot of mails ->all these mails should be tracked in crm

    3. to accomplish this I have created an integration user with an CRM Outlook client

    4. all emails from this public folder are copied to the personal store of this integration user and tracked in CRM

    The tracking is working so far but as I said nearly all mails are tracked with the directioncode "outgoing" although the sender is a contact in CRM.

  • Dave Ireland Profile Picture
    Dave Ireland on at

    Hello Fabian - sorry for reviving an old post.  Did you ever see a resolution to this issue?  I recently upgraded a client to CRM 2016 SP1 (on-prem) and am seeing the same behaviour.

    Thanks,

    Dave

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