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.
Related
I have the functionality to send an email when the case is created in Dynamics 365 and the regarding is set as the Case which is created.
But in Dynamics 365 App for Outlook, I don't see the regarding field tracked as in the below image:
Set Regarding In Dynamics 365 App For Outlook
Please share your suggestions on this issue.
Usually Tracking is just a clone/copy operation of Outlook object like Email/Appointment to avoid duplicate data entry in Dynamics side. So users will Track or Set Regarding in Outlook to ship that Email/Meeting into Dynamics as an Activity record. In the background, SSS will map the ExchangeId, CRMId for further handshakes. Moreover this is to see all activities in one place like Timeline or Activities view or regarding record.
What you are doing is sending out Email from Dynamics, this is going to be in Dynamics activities view/Timeline under regarding record. But you are not going to get the reverse behavior in Outlook as its not originated there.
Even if you track it again in outlook - it won't recreate in Dynamics. I tested all these in my environment, the same behavior exists.
Further replies/forwards will be auto-tracked like Ankuser said.
Read more: Aaron's Blog series
You will get Tracked when you receive a reply to this email.
For use case Send email from some other user and ask this user to reply back to you in outlook. Once they reply back you will have tracked to particular case.
Is ist possible for a user connected to Exchange Server via a client (Outlook Web App) to tamper with the e-mails in his mailbox (inbox, drafts, sent items ect.)?
Like modifying e-mail content (text, subject...) or properties (date, time, recipient...).
The core of the question is: If there is an e-mail in the user's sent items folder and this user did not have access to the Exchange Server (neither physically nor remotely, except for his standard user access), how sure (or probable) ist it, that this e-mail has really been sent on that date and time with exactly that text to exactly those recipients and that it had not been planted there at a later date?
Does it make a difference if that user only has access to his account via Outlook Web App or if he also has access via MS Outlook?
Outlook Web App is just a client so it won't allow you to modify a sent email or fake/import one as that is not a valid task for that client. You could do this at the API level using something like EWS or MAPI but that would require knowledge that most users won't have (but most likly they would have access to do it though). The Mitigation to this is if you have Litigation hold enabled https://technet.microsoft.com/en-us/library/ee861123%28v=exchg.141%29.aspx on the mailbox then any changes they did make to a message would be tracked and you would always be able to see the original version. Also if you looked at the message with a MAPI editor like MFCMapi or OutlookSpy there would be tell tails of somebody trying to fake a message like the Creation time not matching the sent time etc and other properties would most likly give it away.
One thing i would suggest is look at your Message Tracking log as they will tell you exactly what was sent and who is was sent to and the time https://technet.microsoft.com/en-us/library/bb124375%28v=exchg.160%29.aspx while these also aren't immutable it would take an administrative access to the server to modify.
I am using MS Dynamics CRM Email router with MS exchange 2013. When an email comes into exchange for certain queues, the CRM email router picks them up and a custom plugin is fired to deal with the email. This all works fine.
The problem I'm having is for a particular customer. They send out emails via an automated service, the details of which I don't have. These emails never get picked up, as in the plugin doesn't fire.
But if the same customer sends an email manually, the plugin does fire. I can't see any significant difference in the message headers of an email that worked and one that didn't. Anything obvious I should be checking?
I am specifically interested in the OUTLOOK Meeting information and
NOT ONLINE MEETING.
Can I GET the outlook calendar meetings (along with its details: time, subject, location, attendees, etc) using UCWA.
I asked about the same on UCWA forum of MSDN, and came to know that it isn't possible via UCWA.
However, this raises another question:
As a Lync user, if I hover my mouse over a contact who's busy in a meeting, then it shows the time until when he/she is busy, for example "Busy until 2 p.m.".
How is Lync fetching this outlook meetings information and displaying the output as per the meeting time. How does this mechanism work?
Lync/Skype for Business clients are making requests via Outlook APIs to grab non-online-meeting events to display that data. You would need to design your application to sign-in to their Outlook account and make use the available Outlook APIs to get all the meetings/appointments that are not present in Lync/Skype.
Yes, it can be a stupid question but I cannot validate it as I don't have access to Exchange server.
If I configured Server-Side synchronization in CRM side & then I send email to one of the Contact's email id from Outlook which has doesn't have CRM outlook client installed then would be the outgoing email create an email activity/Sync email in CRM?
I think incoming emails will get synced with CRM server & create email activities as it's server-side synchronization but I really have a doubt on what will happen to outgoing email from Outlook.
I know Dynamics CRM 365 outlook app can sync seamlessly after Server-side sync but I am not sure about this.
I am using Dynamics CRM 2013.
I believe that this is an option that should be set by each user due to privacy.
It can be set by going to the personal options tab then go to the Email tab.
Then set the Track option to track all messages.