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Incoming E-mails with CRM ticket are not tracked RRS feed

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    We are using MS CRM 2011 with Outlook 2010, and the router using Exchange 2007.

    Whenever somebody replies to an email which includes the CRM ticket number in the subject line, it does not have the CRM symbol attachde to it. We have to manually click "Track" everytime. Is there a way to automate this?

    Thanks

    leeym27
    Friday, June 17, 2011 1:04 PM

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    If you don't see the checkbox in Outlook, the User's account may not be cofigured to use MS CRM for Outlook.

    1. Go into MS CRM
    2. Open a User record
    3. On the General tab, make sure under the section "E-mail Access Configuration" that the "E-mail access type - Incoming" and "E-mail access type - Outgoing" are both set to "Microsoft Dynamics CRM for Outlook"
    4. Close/Reopen Outlook
    5. In Outlook, click on File->CRM->Options
    6. On the E-mail tab, make sure that "Check Incomming email in Outlook and determine whether an e-mail should be linked and save as Microsoft Dynamics CRM records" is checked.

    • Proposed as answer by e_8 Tuesday, June 21, 2011 8:29 PM
    • Marked as answer by circulent Tuesday, June 28, 2011 5:45 PM
    Tuesday, June 21, 2011 8:29 PM

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    Hi,

    You should try check the CRM Outlook options for incomming email message tracking. Follow the steps to verfiy options:

    1. In Outlook click on File->CRM->Options

    2. Click on E-mail tab and make sure that Check Incomming email in Outlook and determine whether an e-mail should be linked and save as Microsoft Dynamics CRM records is checked.

    I hope this will solve yout issue.

    Jehanzeb Javeed

    http://worldofdynamics.blogspot.com
    Linked-In Profile |CodePlex Profile

    If you find this post helpful then please "Vote as Helpful" and "Mark As Answer".
    Friday, June 17, 2011 5:45 PM
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    Are you sure that is the right location? I don't see anything of the like in File->CRM->Options->E-Mail Tab
    leeym27
    Monday, June 20, 2011 7:48 PM
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    Hi,

    This is the path for Outlook 2010 if you are using older version then try accessing CRM options from CRM menu.

    Jehanzeb Javeed

    http://worldofdynamics.blogspot.com
    Linked-In Profile |CodePlex Profile

    If you find this post helpful then please "Vote as Helpful" and "Mark As Answer".
    Monday, June 20, 2011 8:10 PM
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    we are on Outlook 2010
    leeym27
    Monday, June 20, 2011 8:16 PM
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    Hi,

    Try to access the Outlook CRM Options as in the screenshot ( http://i55.tinypic.com/2pzwept.png )

    Jehanzeb Javeed

    http://worldofdynamics.blogspot.com
    Linked-In Profile |CodePlex Profile

    If you find this post helpful then please "Vote as Helpful" and "Mark As Answer".
    Tuesday, June 21, 2011 4:54 PM
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    yup. thats where i went. I would paste the screen shot here but this forum wont allow it

     

     

    leeym27
    Tuesday, June 21, 2011 4:57 PM
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    Hi,

    If you open CRM Options the perform the following:

    Click on E-mail tab and make sure that Check Incomming email in Outlook and determine whether an e-mail should be linked and save as Microsoft Dynamics CRM records is checked.

    Jehanzeb Javeed

    http://worldofdynamics.blogspot.com
    Linked-In Profile |CodePlex Profile

    If you find this post helpful then please "Vote as Helpful" and "Mark As Answer".
    Tuesday, June 21, 2011 8:09 PM
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    If you don't see the checkbox in Outlook, the User's account may not be cofigured to use MS CRM for Outlook.

    1. Go into MS CRM
    2. Open a User record
    3. On the General tab, make sure under the section "E-mail Access Configuration" that the "E-mail access type - Incoming" and "E-mail access type - Outgoing" are both set to "Microsoft Dynamics CRM for Outlook"
    4. Close/Reopen Outlook
    5. In Outlook, click on File->CRM->Options
    6. On the E-mail tab, make sure that "Check Incomming email in Outlook and determine whether an e-mail should be linked and save as Microsoft Dynamics CRM records" is checked.

    • Proposed as answer by e_8 Tuesday, June 21, 2011 8:29 PM
    • Marked as answer by circulent Tuesday, June 28, 2011 5:45 PM
    Tuesday, June 21, 2011 8:29 PM
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    i think that did it. thanks
    leeym27
    • Marked as answer by circulent Tuesday, June 28, 2011 5:45 PM
    • Unmarked as answer by circulent Tuesday, June 28, 2011 5:45 PM
    Tuesday, June 28, 2011 5:45 PM