venerdì 17 ottobre 2008 01:30
For some reason all e-mails that are tracked in CRM end up as a closed activity. This seems quite strange, as this just started happening from a fews days. Before which, all tracked e-mails would go get tracked in CRM as open activities.
Am not sure what caused this, but could it have been the roles. I've done a lot of research and found a lot of posts which suggested to give atleast read rights on entities (which to me in this case does not seem to be what is affecting it).
Can anyone share their thoughts with me
Thanks and Regards
Tutte le risposte
venerdì 17 ottobre 2008 02:01Proprietario
This is correct behavior. E-mails should be tracked in CRM as closed activities. An e-mail is considered closed when it is sent.
- Proposto come risposta Donna EdwardsMVP, Owner sabato 6 giugno 2009 15:09
venerdì 17 ottobre 2008 15:24
We are running 3.0 (on-premise, enterprise edition). I use the Outlook Desktop Client, so my scenario may not be applicable if you are using a Laptop Client (but I suppose it would not be far out).
My typical scenario is to draft an e-mail in outlook, track in crm, and then send the e-mail. The e-mail has always ended up in CRM as a closed activity (and I believe that is the default/anticipated outcome). I have not experienced otherwise.
If per chance you had generated some e-mails through a Sales Campaign (or Quick Campaign), those e-mails typically are not sent immediately (or, better said, this was not out-of-the-box enabled functionality), unless you have configured it to do so (i.e. send out the campaign e-mails immediately). I cannot recall at this moment what steps we took though.
I cannot be for sure, but if you had used the same approach (draft, track, send), and e-mails had originally been showing up in CRM as open activities, the router apparently was not able to send the e-mail out and therefore saved it as an open activity. With 4.0, I understand that their are more options available in respect to promoting e-mails, so I am not sure what to tell you if you are on 4.0.
venerdì 17 ottobre 2008 15:27
Also, I justed notice the following entry in the forum. Possibly it may shed some light on the issue if you are on 4.0.