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When we configure CRM Client for Outlook and track records in Outlook configured in CRM we see tracking icon which helps us to understand that the record is tracked in Dynamics 365 organization.


However when we configure CRM App for Outlook, we do not see tracking icon when we track records from Outlook desktop or Outlook Web App (OWA).


This makes the user difficult to understand if the email is already tracked in CRM and have to manually check the details on each record in outlook.


 


 

Category: App for Outlook
STATUS DETAILS
New

Comments

A

The functionality is there IF the email originates from Dynamics (with the new category for Tracked to Dynamics 365). What isn't there is if you are sending an email from Outlook and tracking it from there (either before or after sending).

Having the category that half-works is even worse than not having any category at all. It creates a false illusion to users that this is working as expected, yet a load of emails end up with no tracking category on it at all. This can cause emails to be tracked to Dynamics multiple times and just causes too much confusion.

Category: App for Outlook

A

If you email someone and it is tracked and then later on they reply, that the email should be tracked.
Everyone is having problems understanding if an email is tracked or not.

It is really bad. People are wasting tons of time wondering if an email is tracked or not and then getting frustrated with one another because they can't tell if an email is tracked or not.
You get no indication an email is tracked
no CRM tracked by category
no people icon.

So how does anyone in your organization tell that your email was tracked already?

Does Microsoft want to have everyone each individually track the same email just to make sure it was in CRM?
When is this issue being resolved?
This should be very easy for them to figure out for us since all of our emails are being processed through Exchange Online.

If email is processed by Exchange Online and tracked in Dynamics, then show tracked icon for everyone in the same org.

Category: App for Outlook

A

I retract my last post about it being available, as it won't let me edit. It seems the icon was showing when I had the add-in & app installed side-by-side, even though I had the add-in disabled.

Category: App for Outlook

A

I believe the functionality was added recently. At least I have little people icons now for my tracked emails, they look slightly different than they used to as well.

Category: App for Outlook

A

In the Outlook client you can pin the Dynamics frame to the right hand side. This will show you the status of the selected email as you move through them in the preview list. Not ideal but saves you having to open each one individually.

Category: App for Outlook

A

This is really a fundamental thing that should already be working

Category: App for Outlook

A

Hi Microsoft, is there any updates on this?

Category: App for Outlook

A

One great leap forward with the mobile app then one great leap back by removing the visual clue that an item was being tracked, my users love the app but not the loss of the tracking icon :(

Category: App for Outlook

A

@George - Thank you for the post of the "workaround" - It's at least a way to visualise the tracking status of emails in an inbox.


I agree though - This needs to be an urgent roadmap item for Microsoft to address.

Category: App for Outlook

A

Hi Henrik,


Great question. I tried applying all the defaults for the compact view to include the special crmLinkState column but it appears each sub folder doesn't adopt the crmLinkState number property correctly. I than had to remove the column from each sub folder and re-add it as per my workaround instructions below for it to work correctly. Hate to say it but I think we found an Outlook bug.


You would think by adding a Column to Compact view it should default all folders which are using compact view to use those options but it appears it doesn't.


In our workplace we only require the Inbox folder and Sent Items folders to be able to see that it's been tracked correctly.


I can understand however this might not work for everyone as some people file things away in folders which also when viewed require to know if it's been tracked or not. I found I could make those folders work by changing the view on them but this is very combersome if you have a million folders.


Would be great if Microsoft can automatically add the "crmLinkState" column property to Outlook automatically without us having to do it using the dirty little work around below. That's what the Legacy Dynamics Outlook Client used to do and it did it well.


Sorry Henrik. Only answer I have for you is to add the crmLinkState column to all folders you require it in and apply the conditional formatting to it.


If I discover some more workarounds in the interim will be sure to share them.

Category: App for Outlook