If a sent or received email has the sensitivity set to anything other than the default (ie personal, private or confidential), when the email is tracked the email bosy is blank and instead there is a .msg file attached containing the full emaill text. We raised this with Microsoft directly (case 113120310994696) and they told us that this was to do with a change made between Outlook 2007 and 2010/2013. This occurs in CRM4 and CRM2013.
The sensitivity setting should not affect how the email message is stored. With the current implementation, you cannot search for message text in advanced find. Furthermore, the message is not really hidden because users can always open the attachment.
Also, we have no control over received emails - if it's received as confidential, there's nothing we can do to ensure that the full email is saved as normal when promoted to CRM.
Comments
The issue also exists in CRM 2011 version.
Category: Microsoft Office Integration
Thank you for your feedback. Currently this is not in our immediate roadmap, however, we are tracking it and if we indeed get more feedback and votes, we may consider it in future. Thank you, Tony S. This posting is provided "as is" with no warranties, and confers no rights.
Category: Microsoft Office Integration
The inappropriate but accidental tracking of confidential emails, particularly those with generic subject lines (think "board meeting", "NDA", "Job Offer" etc.) is a frequent problem. I'd like to see the sensitivity flag utilised in CRM and in the CRM Outlook Client so that users are much more aware when an email of this nature have been tracked and can take appropriate action where/when necessary.
Category: Microsoft Office Integration
The issue is still present with CRM 2016 SP1.
It limits the functionality of the Outlook client. If you track emails with privacy set to private, the CRM information disappears immediately after tracking and you are not able to set the regarding for this mail
Category: Microsoft Office Integration
Administrator
Thank you for submitting your idea to our ideas portal. We appreciate your contribution and the time you took to share it with us. We have shipped many enhancements since this idea was posted and it is likely that it has been resolved. If not, kindly reopen. Thank you again for your continued support.