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Discrepancies Tracking Emails from Outlook

  • 1.  Discrepancies Tracking Emails from Outlook

    Posted May 31, 2019 11:18 AM

    I have a ticket in with Microsoft, but I wanted to see if the group had any insight into this issue.  My users are seeing inconsistencies in how email are tracked using the Outlook desktop client to Dynamics CRM (both in the cloud). There are two primary issues:

      Users are experiencing extended delays after selecting the "Track without Regarding" option. This can take 10+ minutes (before receiving the confirmation) and appears to be more prevalent with sent emails.
      After tracking emails, some indicate they are tracked and are not (and vice versa). I attached two images demonstrating this as well.

    This is, naturally, causing frustration and trust issues with our end users.  I could not find anything in the forum on the false-positives.  Has anyone encountered similar issues?


    a6ADVEs0SS6AmWtuhn0g_Says Tracked But NOT Tracked.jpg

    Kyle Buggie
    Columbus OH

  • 2.  RE: Discrepancies Tracking Emails from Outlook

    Posted May 31, 2019 12:28 PM
    Has it always been like this or is this a recent occurrence?

    Have some policies around access to certain internet resources been applied within the clients site ???  Just a thought.

    Abdul Majid
    Westwood Software Limited

  • 3.  RE: Discrepancies Tracking Emails from Outlook

    Posted May 31, 2019 12:43 PM
    @Kyle Buggie - On the false positives, have you clicked on the 3 dots in the D365 panel in Outlook on the green "Tracked" banner? From there you should be able to select a "View in Dynamics 365" option. This will help confirm fully the false positive. ​

    Aaron Back, MCSE
    Sr. Microsoft Dynamics 365 Consultant
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio

  • 4.  RE: Discrepancies Tracking Emails from Outlook

    Posted May 31, 2019 01:56 PM
    From a performance perspective, the user that brought this to my attention said it has always been slow.  I am not aware of any new policies.

    Good idea!  I followed the email through the tracked banner, and I found it is connected to an email in CRM-just not the right one.  My "Test 4" email in Outlook is actually linked to "Test 3" in Dynamics.  I am not sure how that happens, but wow.  I was performing some of these tests quickly (trying to replicate how a user might be rapidly tracking emails).  The dilemma is they cannot wait several minutes for it to process.


    Kyle Buggie
    Columbus OH

  • 5.  RE: Discrepancies Tracking Emails from Outlook

    Posted Jun 03, 2019 04:52 PM
    @Kyle Buggie the sync times you're seeing are normal, based on the details you have provided. While received emails get promoted to CRM immediately upon tracking, sent emails are processed asynchronously. The timing of that async tracking for "sent" mail depends on how much volume that user's mailbox handles. This can vary from 2 minutes for high volume mailboxes to 12 minutes for lower volume mailboxes. (link to msft docs)

    As for false positives and false negatives, I have nothing helpful to say. We experienced this a lot when I first implemented the Outlook App at my last organization, and I chased it for months. Eventually it stabilized on its own.

    Sarah Schneider
    Senior CRM Business Systems Analyst
    Donaldson Company, Inc.
    Bloomington MN

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