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Sending & Tracking e-mail in CRM 4.0 using "send-as" permissions in Outlook fails

Posted on 2009-05-19
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Last Modified: 2012-05-07
I have access to (and send as permissions to) an account called Support.

If I send any email (either a reply to an existing one or a new message) that is sent FROM Support and I track it in CRM, the message is tracked in CRM but is saved to my drafts folder in Outlook. The recipient does not receive the message.

I can "send as" if I don't track the e-mail. I can also send from my account, both with and without tracking. In these cases the recipient does receive the e-mail.

I thereofre suspect it is down to tracking e-mails that are sent with Send As permissions.

Background:
Client machine is Windows XP Pro SP3 with Office Outlook 2007 SP1 & CRM 4.0 Client with Rollup 4.
CRM is partner hosted, but we are using our own email server.

Thanks!

SP
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Question by:support01
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Expert Comment

by:WilyGuy
ID: 24440470
When you say you have access to and "send as" from Support, is that both in CRM as well as in your email system?

If you can send a non-tracked email "AS" Support, I would check your user permissions in CRM.
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by:support01
ID: 24442363
Hi WilyGuy

Thanks for your response.

The support e-mail account does not have a CRM account. I am logged into Outlook as me, with CRM configured as me, but wiht the Support mailbox visible.

Will that make a difference?
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Expert Comment

by:WilyGuy
ID: 24444749
So Support has email but not CRM account, but you are trying to send an email AS support and have it tracked?

So are you using a queue or something in CRM?

Basically when you send an email as someone else, CRM doesn't know how to track it.  What are you trying to relate it to in CRM?  (the account or contact you are sending it to, or something else?)
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support01 earned 0 total points
ID: 24601981
Hi

Apologies for the delay in replying, I have been off!

The support mailbox does not have a CRM account. There is a queue with this email address too. We are using it to track against cases in CRM.

I'll keep cracking at it, will post back any results as and when.
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