[Webinar] Streamline your web hosting managementRegister Today

x
?
Solved

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

Posted on 2009-05-19
4
Medium Priority
?
1,141 Views
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
0
Comment
Question by:support01
  • 2
  • 2
4 Comments
 
LVL 15

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.
0
 

Author Comment

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?
0
 
LVL 15

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?)
0
 

Accepted Solution

by:
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.
0

Featured Post

The 14th Annual Expert Award Winners

The results are in! Meet the top members of our 2017 Expert Awards. Congratulations to all who qualified!

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

This holiday season, we’re giving away the gift of knowledge—tech knowledge, that is. Keep reading to see what hacks, tips, and trends we have wrapped and waiting for you under the tree.
After a recent Outlook migration from a 2007 to 2010 environment, some issues with Distribution List owners were realized. In this article, I explain how that was rectified.
This video shows how to remove a single email address from the Outlook 2010 Auto Suggestion memory. NOTE: For Outlook 2016 and 2013 perform the exact same steps. Open a new email: Click the New email button in Outlook. Start typing the address: …
Have you created a query with information for a calendar? ... and then, abra-cadabra, the calendar is done?! I am going to show you how to make that happen. Visualize your data!  ... really see it To use the code to create a calendar from a q…

590 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question