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v4 Outlook Client in Outlook 2010 - peculiar experiences RRS feed

  • Question

  • We have a client running CRM v4 in a new XenApp environment with Office 2010 (32 bit).  We are getting some very strange experiences:

    • In Outlook 2003 you used to be able to right click an item and select Track in CRM but this feature seems to have disappeared.
    • When in the Calendar and you select an appointment, the ribbon moves from Home to Appointment – which does not have any CRM functionality meaning the only way to effectively track items is to open them where you then have the Track and Set Regarding options on the Home tab. 
    • If you try to open an existing Calendar item it seems to hang Outlook for more than a few seconds before opening.
    • If you open a Calendar item, select Track in CRM and Regarding and save the item, then some items disappear from the Calendar (this doesn’t seem to happen to all items though and they do still appear in CRM just no longer appear on the Calendar)
    • Once tracked in CRM, there is no visible indication that items are tracked to be able to distinguish the difference in status.
    • If you open an item tracked in CRM the CRM ribbon options still show Track in CRM and Set Regarding as available – but if you select them, since there is no visible indication that you have already, then you will get a message saying that it is already tracked and asking if you want to track again.

    We have tried reconfiguring the CRM Outlook Client but this hasn't improved the situation.

    Are we unique?!  Or have others had similar problems and found the solution please?

    Thanks


    Sue Neilson Sovereign Business Integration plc


    • Edited by SueNeilson Thursday, March 6, 2014 4:20 PM
    Thursday, March 6, 2014 4:19 PM

All replies

  • Sue, I can provide input on some of the things you listed above.

    **In Outlook 2003 you used to be able to right click an item and select Track in CRM but this feature seems to have disappeared.

    The Outlook client is an add-in for Outlook, and the right-click function you describe was likely a built in function for Outlook 2003 itself and was deprecated with Outlook 2010.  But I have never seen or tried this before.

    **When in the Calendar and you select an appointment, the ribbon moves from Home to Appointment – which does not have any CRM functionality meaning the only way to effectively track items is to open them where you then have the Track and Set Regarding options on the Home tab.

    If you double-click and open the appointment, do you get the track feature in the ribbon when the appointment opens?

    **If you try to open an existing Calendar item it seems to hang Outlook for more than a few seconds before opening.

    Are you using Cached Exchange mode?  This will localize a copy of the mailbox contents so that Outlook doesn't have to constantly query Exchange for tracked items.

    **If you open a Calendar item, select Track in CRM and Regarding and save the item, then some items disappear from the Calendar (this doesn’t seem to happen to all items though and they do still appear in CRM just no longer appear on the Calendar)

    Do you have duplicate e-mail addresses in CRM?  For example, I see a lot of businesses want to add their CRM users as Contacts in CRM as well and give both the User record and the Contact record the same e-mail address.  CRM has difficulty knowing which record you want the appointment or email linked to because it uses the e-mail address to resolve it to the record.  Theoretically, your email address should be unique to you.  Having duplicate email addresses in CRM can result in appointments that were on the calendar to suddenly disappear after synchronization.

    **If you open an item tracked in CRM the CRM ribbon options still show Track in CRM and Set Regarding as available – but if you select them, since there is no visible indication that you have already, then you will get a message saying that it is already tracked and asking if you want to track again.

    What rollup are you on?  You may consider to move to the most recent rollup for CRM 4.0.  A number of issues have been resolved with these rollups and the tracking button issue is likely one of them.


    Jason Peterson

    Friday, March 7, 2014 9:31 AM