E-mails sent from CRM 2011 aren't shown as tracked in the CRM Outlook Client RRS feed

  • Question

  • I'm having a problem here with sending e-mails from CRM 2011. When creating e-mails and setting the "Regarding" field to a case in CRM, the mails are being sent through the e-mail router to other CRM users. However, when the mail arrives in Outlook, the "Track" button isn't active. Nonetheless, the e-mail does have a CRM tracking number in the subject. This used to work fine in CRM 4.0, but not in 2011. This issue can be replicated for other users as well. It's possible to manually track the mail, and doing so actually fills the Regarding field with the right case, but this creates a duplicate of the mail in CRM. The same happens when activating auto-track. I find it odd that it does in fact set the Regarding field to the correct case, so it somehow knows where to retrieve that value despite the mail not being shown as "tracked", but it still creates a duplicate mail in CRM. I'd expect the normal behavior to be that the mail is tracked right from the start, since it originates from CRM. Does anyone have an idea what the problem might be?

    Monday, June 25, 2012 9:37 AM

All replies

  • Hi,

    When you track in CRM it will not create the duplicate mail in CRM.

    When you track email in CRM you need to change the subject or else it will create the email activity with the same name. There you must be confusing like its creating the duplicate record in CRM.

    Can you open the email activity in CRM and check for email content to make sure that CRM is creating the duplicate records.


    Khaja Mohiddin

    Monday, June 25, 2012 1:45 PM
  • Hi,

    The problem is that, as far as I understand, the e-mail should have been tracked by default since it originated from CRM. It even got a tracking number, yet the track button isn't active. I checked in the developer tools in Outlook, and despite originating from within CRM and it was sent by the email router, the e-mail in Outlook does not contain the extra fields that match the record with the e-mail in CRM. When clicking the track button manually, it creates a new email in CRM with the exact same content (even the regarding field is the same, which is even more puzzling) and the exact same subject title right down to the same tracking number.

    So here's what I expect: an e-mail created in CRM, which is then sent by means of the e-mail router, should automatically be shown as "tracked" in Outlook if its received by someone who has the CRM Outlook Client. It worked this way in CRM 4.0. This no longer works after an upgrade to CRM 2011.

    Wednesday, June 27, 2012 7:33 AM
  • Here's another thread with someone describing pretty much the exact same issue (although they don't mention the e-mail being doubled in CRM after manually tracking):


    I'm at a loss at what to try next. We tried all combinations of enabling/disabling smart matching and the CRM token. Nothing seems to help. The e-mail router doesn't seem to be the cause, as using the CRM Outlook client to send the mails results in the exact same problem. Having to click the track button isn't such a big deal but having the email duplicated in CRM after doing so is a significant problem. We've tried tracing for errors on both the server and client but there aren't any warnings or errors showing in the trace log. Checking with the developer tool in Outlook reveals that the emails don't contain the fields that CRM adds to track the email to CRM. Yet when tracking them it still somehow manages to figure out what to set the Regarding field to, which makes it even more odd that the mail is then duplicated in CRM... This used to work fine in CRM 4.0, and on our test CRM 2011 system we can't replicate this problem either.

    Friday, July 13, 2012 8:43 AM
  • Did you ever solve this? We are having the same issue. But with CRM 2015.

    Daniel Bergsten

    Wednesday, April 13, 2016 11:41 AM