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Microsoft Dynamics CRM user does not trigger email when closing as won

Posted on 2016-07-20
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Last Modified: 2016-07-20
We have a workflow that is set to send an email when an opportunity is closed as WON.  however, we have a user, that when they close the opportunity as won, it does not send an email out.  

Any ideas?  

here is the workflow currently in place.
Dynamics Workflow to send emails
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Question by:Knightsman
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Feridun Kadir earned 2000 total points
ID: 41721256
From your screenshot, the workflow looks fine. Can the user for whom emails don't go out, send emails from elsewhere within CRM?  It might be an issue with the email settings for that user.

Also, have a look at the process sessions on the left-hand navigation for the workflow and review the instances where the workflow ran for the user. You might get an idea of what is going wrong from any error message in the log.
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by:Knightsman
ID: 41721410
Where can I go to do a test email for that user?  I do appreciate all of your help recently with CRM :)

Is it possible that if the users outlook plugin is not allowing emails to be sent, it would not send any?  I would figure it was an internal email and wouldn't go through the users outlook.

The process sessions, only show one other user, with 4 records.  Its possible that no opportunity have been won other than the 4 that show up.  But ill keep an eye on it, the user has not yet submitted the opportunity as won.  Hope that makes sense.
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by:Feridun Kadir
ID: 41721436
I think the simplest test is to login to CRM as the user and then create and send an email activity (from within CRM) to an email address that you can monitor.

CRM on its own cannot deliver emails even to other users.

The ways in which emails can be sent from CRM are to use CRM for OUtlook, Server-Side Synchronization or Email Router.  The setting can be different for each user and this is set on the user record (or the mailbox record linked to the user record for more recent versions of CRM).

To use Server-side synchronization or the Email Router requires additional configuration. And you can only set one of these two options for a CRM organization - this is a system setting on the Email tab.

You are welcome for the help, that's what Experts Exchange offers.
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by:Knightsman
ID: 41721806
Alright, got it fixed.  She had somehow disabled outlook from sending emails.  As soon as i enabled it, all emails showed up.  Thanks for your help again!
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