Complete long shot, but is there a method, either via API or directly in the admin console to view the the last time a user accessed either an email or attachment within the account?
For example:
Tammy receives an email at 3:00 PM
Tammy opens the email at 3:01 PM
Tammy opens the email attachment at 3:02 PM
Is is possible to know that Tammy opened the email at 3:01 PM and/or opened the attachment at 3:02 PM?
I don't believe so. We do track modifications to items (create time, received time, sent time, last modified time), but I don't think there is way to fetch access times.
No, the best you can do is the last mailbox login time.
Related
We have server-side synchronisation set up for our Dynamics 2016 on-premise instance, and it is correctly sending emails from a Case, and tracking replies from the customer. However, when an internal user replies using Outlook (without the CRM add in), their responses aren't being tracked. This means that the email conversation consists of an initial "outgoing" email, followed by only incoming responses.
The full scenario is:
Internal user sends an email from a CRM Case. Email tracked in CRM
Customer replies to email. Reply tracked in CRM and goes to internal user's Outlook
Internal user sends a reply from their Outlook. Reply is not tracked in CRM
Customer replies to email. Reply tracked in CRM and goes to internal user's Outlook
Is it possible to allow the Internal user's replies (point 3) to be tracked in CRM without installing the Outlook add in (i.e. so it also works from the Web/mobile versions of Outlook)?
I believe you cannot do this without Outlook client as per Jukka.
Without the CRM Outlook client you can’t get the information into CRM without copy-pasting it from one window to another in the aforementioned scenarios. No synchronization technology will help you here, since CRM is unaware of the item until it has been brought into its world. The “Track” button is a client-side feature that you can’t utilize with any server-side solution, which means there’s no way for a user to select an email, appointment, task or contact from the Exchange server that he or she would like to promote into a record in CRM. Since the the record wasn’t “born in CRM”, it just can’t find its way there.
Last resort would be Smart matching with Tracking token, which may help you in this scenario.
Update:
Customer reply is going to reach CRM through a monitored queue. You can read a lot & get clarity from the above link.
Deploying a solution like the CRM 2013 the server-side synchronization will take care of moving items like calendar appointments and contacts back and forth between the end-user client device and the central CRM database, but it only applies to items that already exist in the realm of CRM. What I mean by this is that the item was either originally created directly in the CRM application or it was received via a monitored location like an email queue.
Your expectation is right, it should be tracked. I would open a ticket with MS & solve this.
Once the item is in CRM, server-side sync can take care of tracking the subsequent updates to it. A re-scheduled tracked appointment will get updated with the new date, regardless of whether you change the date via CRM or your mobile phone calendar that’s linked to Exchange. An email thread with a tracked message and a tracking token ID injected into the email subject line will have the next replies automatically synchronized into CRM
I have heard back from our Microsoft Partner, and they say that this scenario isn't possible. By design, it'll only track incoming emails to CRM, or outgoing if sent from within CRM itself.
In my application, i got a situation. I need to send email to all outlook meeting attendees and also have to specify the time at which meeting was scheduled. The problem is, every meeting attendee should get email with time specified in his own time-zone. Question: Is there any way to find time zones of all meeting attendees ?
Welcome to Stackoverflow.
You don't have to worry about specifying the time according to the time-zone of the attendees. Outlook normalizes the time according to the System's local time of the recipient.
Please have a look at this article for more information on how the time is normalized.
So you can send the time of the meeting / appointment according to your local time and outlook automatically sets the meeting / appointment time to the recipient's time.
Please note: this auto normalization is for outlook 2010 and above. Will update the answer as soon as I find the information for other versions of outlook.
Hope this helps.
[UPDATE]
Link to how outlook handles multiple time-zones - this article
We have MS CRM 2013 on-premise.
We had to update email id of all our previous email activities and in doing so all the activities have got updated with the new modified on and sent date.
Now the problem is whenever we see the activities on first page it is by default sorted by modified on date.
Is there any script(SQL) with which we can change the modified on/ Sent date of all the email activities.
Have a look here, you might find a solution to your problem:
http://www.magnetismsolutions.com/blog/vincentzhong/2012/08/15/how_to_modify_the_created_on_value_of_dynamics_crm_2011_part_1
I would also say, that modifying created on date using SQL is possible, but unsupported and I would really discourage you from doing that.
I have some emails set up to be send lates. I used Outlook 2007 and "do no deliver until" feature. Problem is that when user gets email, the timestamp shows creation time, not the actual sending time. Is there any way to change this?
I found it will not work if Outlook is not in Cache mode. After going to file, Account settings pull down, Account Settings, highlighting my account and choosing change, checked "Use Cached Exchange Mode", next, then finished fixed the problem. Now time stamp is when it leaves the outbox not when I push send.
"Send Time" time stamp information is incorrect when you send a delayed delivery message in Outlook
"When you use Microsoft Outlook to send a delayed message, the actual "Sent Time" time stamp information for that message is the compose time of the message and not the actual sent time. This is by design."
"When Outlook is connected in Online mode to an Exchange Server mailbox, the messages are directly submitted to the Exchange mailbox. Therefore, the "Sent Time" time stamp information for that message is the time that the message was submitted to the mailbox on Exchange, not the actual time that it was delivered to the recipient."
I'm building a web application that sends meeting requests to user's Outlook. Every meeting request is created with a virtual organiser. Then, I have a service that is polling the virtual organiser's pop3 inbox to retreive attendees response to the meeting request (Accept/Decline/Propose new time).
All the information is parsed using the ICal string that outlook sends. Now I'm able to detect if an attendee has accepted or declined easily. I can also detect if the attendee proposed a new time but my problem is that there is no where in the ICal string I can fin the actual new time proposed, except in the email message, which is something I really don'T want to parse :)
Anybody knows where I can find the new time proposed without parsing the email message itself?
thanks
I don't know how Outlook does these things, but the proper way to propose a change to the appointment date is:
List item
You send a METHOD:REQUEST, not a METHOD:REPLY.
You identify the appointment you are referring to via the UID property.
If you change the DTSTART, you propose to change the start date (DTEND for the end date...).
This is explained in iTIP, RFC 2446, 3.2.2.1, "Rescheduling an event"
So the information you need should be in the ICAL file