We have a customer that is currently using Microsoft Dynamics CRM 2011. They are on Rollup 15 on the server and also have Rollup 15 on the outlook client. They wanted CRM to be set up so that when a new email is received or sent the user would make the decision whether or not to track the email. If the decision was made to track the email, they would manually track it and set the regarding. They then wanted all responses to that tracked email to be automatically tracked. This is not working.
Their system email settings in CRM have 'Use tracking token' checked. We have turned Smart Matching off because it was tracking emails that they did not want to be tracked. This means that, to track the responses CRM is solely relying on recognising the Tracking Token. Here lies the problem, the tracking tokens are not being appended to the subject.
All user’s personal settings are the same: 'Check incoming e-mail in Outlook and determine whether an e-mail should be linked and saved as a Microsoft Dynamics CRM record' is checked and 'E-mail in response to CRM e-mail' is selected. In the Microsoft Dynamics CRM Diagnostics, under Synchronization Troubleshooting the top four options are checked.
We ran some tests on a few of the user’s Outlook:
- Created a new email
- Tracked the email
- Sent the email
Although that email was tracked correctly a tracking token was not created which isn’t what we expected. This means that responses to this email are not tracked, despite the settings being correctly configured. The tracking token has not always been missing and was created when users where on rollup 6 in the outlook client. Now that we have updated outlook clients to rollup 15 the tracking tokens have disappeared.
Has anyone else had this problem or know what we may be missing?
Thank you in advance!