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Need help configuring read receipt in outlook 2010

Posted on 2014-10-16
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Last Modified: 2015-01-27
We run Outlook 2010 and Exchange 2013.. I have a user that wants to setup read receipts for internal emails and Im having issues with it. I have attached a screen shot or the tracking settings I have configured. When she sends a email and manually selects to request a read receipt this happens. The person receiving the email does get the pop-up to confirm the read receipt and when they do the sender does receive a pop-up (same as a new email pop-up) in the bottom Rt corner of her screen. But it doesnt attach the receipt to the sent item and she doesnt get a notification in her inbox, other than the pop-up I cant find a trace of it unless I mark the receipt from the popup and then it goes into her task folder.
I also have the same tracking settings configured and I get the receipt delivered into my inbox, even though I have it set to add the receipt to the sent item. On a couple of occasions it has attached it to the sent item but not consistantly..


Do I have to setup anything else besides tracking settings to get this to work correctly?
tracking-settings.docx
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Question by:bankadmin
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by:homerslmpson
homerslmpson earned 500 total points
ID: 40384392
I set mine up like yours but also checked the bottom 2 check boxes.
The very bottom one I set to move the receipt into my INBOX so I can see it was read.
I then went into my SENT items and I can see that the message was sent and who read it and when.
Have you tried this yet?
ScreenshotI'm using Outlook 2013 but I don't think it's much different.
Here's the email when you open up the email in SENT and click the TRACKING section:
Tracking
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by:bankadmin
ID: 40384671
I made the checked the last two as you have done and it worked 2 out of 3 times. Then I went over to the user Im trying to get working and checked the two boxes and it made no change to the behaviour. The only notification she got was from the new email pop-up, I looked thru all her folders and the receipt was no where to be found, when going into the original sent item I do not get the tracking option no matter what changes I seem to make in her outlook it doesnt seem to change the behavior
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by:bankadmin
ID: 40384674
Is there something that needs to be configured in Exchange?
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by:homerslmpson
homerslmpson earned 500 total points
ID: 40384703
Seeing as I'm the network admin here and I've never made any type of configurations like that I'd say no, it's not configured on the server.
I could be wrong though (often am).
I can't picture it being a group policy setting either.
I'd check to see if the user has any Outlook rules configured just to take that out of the mix.
You can try resetting the user's Outlook profile (or log on as that user on a spare machine).
I'd try to recreate the issue on another computer.
Based on your findings, you'll narrow down what's causing the issue (ie: Exchange setting, profile setting, specific to that computer, etc).
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by:bankadmin
ID: 40384736
Our outlook runs in citrix, since its somewhat working for me I, that should eliminate a GPO being a issue.  I have setup 90% of the GPO's we have and I havent done anything with outlook in the past. I think I will try to reset the settings in outlook, do you know how to do that?
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by:bankadmin
ID: 40384830
I went through and checked the users file-mail-options (all of htem) and they are identical to mine. Its still not working. Ill blow her outlook profile away and create a new one and see if that works.
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by:homerslmpson
ID: 40384904
If you haven't checked the user's rules yet I'd consider it.
It'll only take a minute to check.
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Author Comment

by:bankadmin
ID: 40394482
Sorry about the delay I missed the alert email that you had responded.. What do you mean check the users rules?
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by:homerslmpson
homerslmpson earned 500 total points
ID: 40394545
No prob.

Outlook rules are created by the user in Outlook.
An example would be:
When I RECEIVE a message with ADMINISTRATOR in the FROM field automatically place it in the TRASH.

There are server side rules that users can create and client side rules.
Server side rules don't require a user's Outlook to be opened in order for them to be applied to an incoming message.
Client side rules wouldn't run/apply unless a user's Outlook is running.

On the user's computer do the following:
- Launch Outlook
- Click the HOME tab and look in the MOVE group
- Click on RULES and then click on MANAGE RULES & ALERTS
Check here to see if ANY rules are being applied and report back.
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by:bankadmin
ID: 40394555
There is a clear category rule in outlook configured
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by:homerslmpson
ID: 40394565
OK well that's not the issue so it looks like rules aren't the culprit.

Have you had a chance to create a new mail PROFILE?
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Author Comment

by:bankadmin
ID: 40394571
I have not done that yet. That is my next step. I will let you know when I get that done for the user.
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by:bankadmin
ID: 40395706
I deleted her mail profile from control panel and her outlook folder in application data/microsoft. And it works about every other time it will give the tracking information in the sent item the other half it doesnt. Another thing is I cant seem to get the read receipt to deliver to her inbox, I checked her settings and it was set to put in deleted items and it was then I switched it to deliver to inbox and now I do the "new email popup" and if I click on it I can view the read receipt but when I close it I cant find where it saves it to in outlook, I looked thru all the folders.
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by:homerslmpson
homerslmpson earned 500 total points
ID: 40396564
This sounds like a very strange issue.  
Is she the ONLY one having this issue?
Who manages your Exchange server?
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Author Comment

by:bankadmin
ID: 40396819
We dont have many users that use read receipts so I dont really have to many to compare her with. It works better for me but it still doesnt always work like it should. Our exchange server is in house.
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by:homerslmpson
ID: 40397296
Exchange 2013 is totally new to me (I'm still using Exchange 2007).
Do you have access to the Exchange server?
Can you get to the Exchange Admin Center (EAC)?
If so, open EAC and go to Mail flow > Rules and let me know if anything is showing up there.
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Author Comment

by:bankadmin
ID: 40397623
I do have access there are no rules defined
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homerslmpson earned 500 total points
ID: 40400206
You mentioned up top somewhere that when she opens the sent email there is no tracking option.

I don't know if you are familiar with PST files (Personal Folders) but I was messing with the Administrator email account because it's never used and I know it has a vanilla profile.

Originally, all email was kept on the server (no PST).
Inbox, Sent items, etc were all being stored on the server.
I sent an email with the Administrator account and requested a read receipt.
The email was sent to my email address and I allowed the read receipt.
When I went into the Administrators sent items, I could open the email that was sent and there is a tracking option.

I then created a PST file on the local machine.
In this PST I created a folder named Inbox.
I then set Outlook to deliver to that PST inbox by default.
It looks like there are 2 settings that need to get adjusted. One in the EMAIL tab and the other in the DATA FILES tab (continued below pictures)
Outlook Setting 1Outlook Setting 2

When I opened Outlook, I saw that an Inbox along with the other default Outlook folders were created (drafts, sent items, outbox, etc) inside the PST.
I sent an email from Admin to me and requested a read receipt.
I got the email and clicked yes to the read receipt.
When I looked in the Administrator's SENT ITEMS, I see the email that was sent but there is no TRACKING section. Granted the read receipt DID show up in the INBOX but still, the fact that the TRACKING section isn't there when your sent items aren't kept on the server seems very strange to me (continued below pictures).
From Exchange Account OnlineFrom Exchange Account Stored Locally in PSTDid the user customize the Outlook profile?
No PST?
No changed default delivery location?
Any custom views?
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Author Comment

by:bankadmin
ID: 40450774
I still have to try your last suggestion I will let you know
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Author Closing Comment

by:bankadmin
ID: 40572723
Thanks for all the help with this issue. I never did get it working how I wanted to or consistently.
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