Answered by:
CRM 4 Tracking scenario

Question
-
Hello,
Scenario - CRM 4 - Rollup 17
We have had intermittant email tracking reported for a long time but have not had enough cooperation to get good information to look into the issue.
CRM internal users send emails out via the Outlook client. The emails all have a central email address NOT CONFIGURED AS A CRM USER to reply back to...
When someone reply's to the CRM users email - tracking works fine.
When someone reply's to the central email address that is not a CRM user tracking has to be completed manually.
Is this correct behaviour? If I add a CRM account for the Central email address, will tracking then work automatically?
Thank in advance. Rob
Tuesday, April 24, 2012 6:34 AM
Answers
-
Hi Rob,
It is quite difficult to judge this scenario without experimentation and that too in CRM 4 environment.
I don't see any issues in that, buy your doing the best thing to test it in your dev. There shouldn't be any issues as such, reason being email will act as a record in CRM. It will go through the same tracking as other CRM emails.
I hope this helps. If my response answered your question, please mark the response as an answer and also vote as helpful.
Ashish Mahajan, CRM Developer, CSG (Melbourne)
My Personal Website: http://www.ashishmahajan.com
My Blogs: http://ashishmahajancrm.blogspot.com.au and http://ashishmahajancrm.wordpress.com
My Youtube Channel: http://www.youtube.com/user/ashishmahajanmscrmMy Linkedin: - Proposed as answer by Ashish Mahajan Technical Architect, Writer Tuesday, April 24, 2012 9:43 AM
- Marked as answer by Robiom Monday, April 30, 2012 5:30 AM
Tuesday, April 24, 2012 9:43 AM
All replies
-
Hi Rob,
This is by design that CRM can track emails related to regarding records and in relation to CRM contacts and users.
Can you please elaborate a bit what exactly you mean by central email address? Where is it configured?
I hope this helps. If my response answered your question, please mark the response as an answer and also vote as helpful.
Ashish Mahajan, CRM Developer, CSG (Melbourne)
My Personal Website: http://www.ashishmahajan.com
My Blogs: http://ashishmahajancrm.blogspot.com.au and http://ashishmahajancrm.wordpress.com
My Youtube Channel: http://www.youtube.com/user/ashishmahajanmscrmMy Linkedin: Tuesday, April 24, 2012 8:15 AM -
Hi Ashish,
By central email address i mean a user / mailbox in active directory that is accessable by a whole department.
Reply's to CRM emails are sent to it and then tracked in CRM - usually manually. It is done this way so if someone is sick etc items can be dealt with by others.
What I would like to confirm is if I make this "Central" user a "CRM user" should the items then track - and that there would be no undesired consequences.
I shall test this Thursday in my dev environment anyhow.
Thanks, Rob
Rob
Tuesday, April 24, 2012 9:15 AM -
Hi Rob,
It is quite difficult to judge this scenario without experimentation and that too in CRM 4 environment.
I don't see any issues in that, buy your doing the best thing to test it in your dev. There shouldn't be any issues as such, reason being email will act as a record in CRM. It will go through the same tracking as other CRM emails.
I hope this helps. If my response answered your question, please mark the response as an answer and also vote as helpful.
Ashish Mahajan, CRM Developer, CSG (Melbourne)
My Personal Website: http://www.ashishmahajan.com
My Blogs: http://ashishmahajancrm.blogspot.com.au and http://ashishmahajancrm.wordpress.com
My Youtube Channel: http://www.youtube.com/user/ashishmahajanmscrmMy Linkedin: - Proposed as answer by Ashish Mahajan Technical Architect, Writer Tuesday, April 24, 2012 9:43 AM
- Marked as answer by Robiom Monday, April 30, 2012 5:30 AM
Tuesday, April 24, 2012 9:43 AM -
Hi,
If the response answered your question and you are satisfied, please mark the response as an answer and also vote as helpful. This will help others to search on similar problems.
Thanks in advance.Ashish Mahajan, CRM Developer, CSG (Melbourne)
My Personal Website: http://www.ashishmahajan.com
My Blogs: http://ashishmahajancrm.blogspot.com.au and http://ashishmahajancrm.wordpress.com
My Youtube Channel: http://www.youtube.com/user/ashishmahajanmscrmMy Linkedin: Thursday, April 26, 2012 12:48 PM -
Hello,
After some testing, I added a CRM user account to the domain user account being used for hte central email address.
Tracking now works correctly for items sent back to the central email address !
Hope this helps someone.
Rob
Monday, April 30, 2012 4:50 AM -
Good work!
In case if my response answered your question, please mark the response as an answer and also vote as helpful. This will help others to search on similar problems.
Ashish Mahajan, CRM Developer, CSG (Melbourne)
My Personal Website: http://www.ashishmahajan.com
My Blogs: http://ashishmahajancrm.blogspot.com.au and http://ashishmahajancrm.wordpress.com
My Youtube Channel: http://www.youtube.com/user/ashishmahajanmscrmMy Linkedin: Monday, April 30, 2012 5:27 AM