Hi,
I am trying to undestand some application behaviour. The scenarios are as follows:
Scenario 1:
- I received a mail message from an outside client. I choose to track in CRM (v 4, rollup 7) and the item gets assigned to my "In Progress" queue. In looking at the item I find an unresolved recipient message (expected) and a follow up button on the tool bar.
Scenario 2:
- I receive a mail message from a client who I have listed in the contact list. Again I choose to track in CRM and the item again goes to my "In Progress" queue. In looking at the item I notice that in this case there is no "Follow up" button on the toolbar.
My questions are:
1. What is the rule, or rules, that determines whether the items goes to the Assigned on In Progress queues?
2. Why does the Follow Up button appear for the items that have an unresolved recipient but does not appear for those where all the recipient addresses are resolved?
Thanks for any guidance.
Regards,
Eric Hoogendoorn
