Dynamics CRM 2016 not tracking replies to emails with SSS RRS feed

  • Question

  • When a case is created, and emails are sent to the client, the mail syncs correctly between exchange/outlook, and CRM. However when a reply comes back from the client to the service representative, the mails are not automatically tracked as part of the original case that was set even though CRM reference details are present in the email subject line.  The track number is correctly injected into the subject of the email and is still present when the client responds.

    Our setup is as follow:

    CRM                      :               CRM 2016 on dedicated server (all roles)

    Exchange             :               Exchange 2016 on dedicated server (all roles)

    SQL                        :               SQL 2014 R2 ENT. With DB failover on dedicated server (all roles)

    Exchange is configured as Internal Relay, and has outlook anywhere and active sync configured and externally facing. (no other protocols)

    CRM mail is configured with Email Profile Authentication using an impersonation account to access and communicate with exchange.

    Email accounts are processed using server side synchronisation. And users are using CRM for outlook.

    Emails automatically appear in CRM, and can be tracked and set regarding. Appointments and tasks also sync as expected.

    Email configuration on CRM

    Outlook configuration on CRM

    Track option for Outlook

    crm configuration

    Christo Vermeulen

    Tuesday, June 7, 2016 7:41 AM