Question

CRM E-mails stuck in Outlook Client drafts

Asked by: Techno-Man-uk

Hi,
I have a user who is running MS Vista with office 2007 and MSCRM 4 rollup 6.
When she is creating new enquireys and an e-mail is generated they usually send to the specific preson but they just keep sitting in her drafts folder in Outlook.   Have re-created her Outlook profile and it worked for a while and stopped again she has tried a different PC and still the same has anyone else had this?
Thanks

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Asked On
2009-09-10 at 07:02:54ID24721354
Topics

CRM Software

,

Microsoft Dynamics

,

Outlook Groupware Software

Participating Experts
2
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Comments
5

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Answers

 

by: Techno-Man-ukPosted on 2009-09-11 at 01:37:27ID: 25307563

we have one user that for some reason, is now unable to send an email when the "Track in CRM" button is cliked on within a new email message. They will create a new message, click on "Track in CRM" then press send and nothing happens, and then the e-mail will just sit in the Outlook drafts folder
I have completely removed and uninstalled the Outlook addin, then reinstalled and still no go.
Has anyone else had this issue and any ideas for a fix?

 

by: apache09Posted on 2009-09-14 at 19:38:50ID: 25331253

Check that SP2 is installed:
http://www.microsoft.com/DownLoads/details.aspx?familyid=B444BF18-79EA-46C6-8A81-9DB49B4AB6E5&displaylang=en

Also check
Tools>Options>Email Options>Advanced Email Options>
make sure, "In Folders Other than the Inbox, ......." Is not selected.

If its already not selected, close outlook and reopen using
Start>Run>Outlook.exe /cleanprofile

If its profile related, this should fix it.

If it doesnt, close outlook and reopen using
Start>Run>Outlook.exe /safe

see if it happens in safe mode.
If it doesnt, its likely there is an Add-In causing this issue.

 

by: jstevensadlibPosted on 2009-09-16 at 12:41:34ID: 25349288

Techno-Man-uk

Not entirely sure on your first issue.

However for your second issue with the tracking I have seen that here.
When we investigated the issue it appeared that it was hung on the tracking so couldn't send.  The reason why it got hung on tracking is when they set the regarding on it it was set to a record they didn't own ( example set regarding an account that belongs to someone else ) nor had rights to ( the owner was in a different business unit).  That particular user's role for append (or is it append to I forget which ) was only set to business unit not organization there for could not update the account (appending the email to the account) as it was owned outside of their business unit.

You may be running into the same issue there.

again for your first issue I have no idea but I hope this atleast gives you a place to look for the second.

 

by: Techno-Man-ukPosted on 2009-09-17 at 08:45:58ID: 25357481

Hi,
I have managed to solve the issue, when generating the new enquiry it was creating the e-mail under the user, but in the from field it had a different user name called startup which is the generic account which we want the e-mails to be generated, if I changed the name to the user in the from field the e-mail sent ok, changed the permission on the Startup user so that people could send on behalf of and it worked a treat.

 

by: jstevensadlibPosted on 2009-09-17 at 09:56:49ID: 25358354

Glad you got this resolved.

20120131-EE-VQP-002

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