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Dynamics 365 general forum

Email created in CRM with tracking token not getting created in Dynamics

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Posted on by Community Member Microsoft Employee

We are running Dynamics 365 version 9 and Dynamics 365 for Outlook (the add-on)and the issue is intermittent. A user creates and sends an email out of CRM and it goes out with a tracking token but although the response gets back to the user's Outlook mailbox with the tracking token still on it, it never makes it to CRM, the user has to manually track the email. On Personal options, the user is set to track "Email messages in response to Dynamics 365 Email" and under System settings, we are configured to "Use tracking token"

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Email and Office Integration
Email
  • Andreas Cieslik Profile Picture
    Andreas Cieslik 9,265 on at
    RE: Email created in CRM with tracking token not getting created in Dynamics

    Can you find a pattern or difference on the one email out of every 10?

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Email created in CRM with tracking token not getting created in Dynamics

    Thanks Andreas; I have looked at both articles and the user is set up to track automatically, the strange thing in this situation is that it's not happening with every email, something like 1 out of every 10. My concern is, this might be a widespread issue but other users are just not reporting it because they work primarily out of Outlook. I've also checked in CRM for errors in their mailbox but there are none and so if an email fails to track into CRM, unless a user manually tracks it or reports it, I have no way on knowing that I have missing emails in CRM

  • Andreas Cieslik Profile Picture
    Andreas Cieslik 9,265 on at
    RE: Email created in CRM with tracking token not getting created in Dynamics

    I guess you already checked this article:

    technet.microsoft.com/.../hh699705.aspx

    Are you using server-side sync as well?

    Check this docs.microsoft.com/.../set-option-automatically-track-incoming-outlook-email

    Manual vs. automatic tracking.

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