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Outlook App missing the "set regarding" area

  • 1.  Outlook App missing the "set regarding" area

    TOP CONTRIBUTOR
    Posted 23 days ago
    I am testing in our sandbox and need to test the tracking.  When i try to track, the app comes up but the "set regarding" area is missing.  Has anyone run into this issue before?


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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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  • 2.  RE: Outlook App missing the "set regarding" area

    TOP CONTRIBUTOR
    Posted 23 days ago
    @Laura Mortick - I do know that the Dynamics 365 panel displayed in Outlook is rendered using Internet Explorer (IE). When I have had some funky issues in the past I would clear the IE cache, close Outlook, re-open, and then re-open the panel.


    I also noticed an odd icon in the top blue navigation bar. The icon to the right of the "+" icon that looks like a puzzle piece. This should be a magnifying glass icon to search for records. It should look like this:



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    Aaron Back, MCSE
    Sr. Microsoft Dynamics 365 Consultant
    www.acemicrotech.com
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
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  • 3.  RE: Outlook App missing the "set regarding" area

    TOP CONTRIBUTOR
    Posted 23 days ago
    Yeah nothing happens when I click on the puzzle piece. When i click on the ellipsis, i do see the search option...


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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
    ------------------------------



  • 4.  RE: Outlook App missing the "set regarding" area

    GOLD CONTRIBUTOR
    Posted 22 days ago
    Hi @Laura Mortick,

    I noticed in your original screenshot that the record is a User record in CRM.  I don't think you can Set Regarding to a User record.  Make sure the person on the email is a contact or lead in the system and you should then see the Set Regarding.

    thanks

    Eric


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    Eric Veneziano
    Sales System Analyst
    Minitab, Inc.
    State College PA
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  • 5.  RE: Outlook App missing the "set regarding" area

    TOP CONTRIBUTOR
    Posted 22 days ago
    Hi Eric,
    Thank you for your reply. I was not trying to set regarding the user record, I was trying to set regarding an opportunity.  The set regarding should be displayed so i can select the type of record i want to track against. It is so strange that it launches the app, but that the set regarding is missing.

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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
    ------------------------------



  • 6.  RE: Outlook App missing the "set regarding" area

    Posted 22 days ago
    I had this issue recently.  I had removed the App for Outlook Dashboard from the Dynamics 365 App for Outlook.  This dashboard HAS to be in the app, and should NEVER be modified.  When I added this back, and republished, the  regarding area reappeared.  Hope this helps.

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    Sandra Devin
    CRM Analyst
    National CineMedia
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  • 7.  RE: Outlook App missing the "set regarding" area

    TOP CONTRIBUTOR
    Posted 19 days ago
    @Laura Mortick,

    This has happened to our Outlook app as well. It wasn't due to a change we did. I think it happened after an update from Microsoft.

    ​Carina Claesson has written a blog post about how to get it back. You can also find more information on docs.microsoft.com.

    ------------------------------
    BR,
    Niels
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  • 8.  RE: Outlook App missing the "set regarding" area

    TOP CONTRIBUTOR
    Posted 19 days ago
    Hi Neils,
    thank you for your reply. I was very hopeful that would work because the "fallback" option was not checked. Everything else matched.  Also, I should mention that this is occurring in our sandbox for my test user.  We do have a few other users in sandbox, but none have email tracking enabled for their test user. I created a contact with my person email address so I could send an email and try to track directly to a contact in CRM but the issue still persists.  When a contact is found in CRM, after clicking the ellipsis, it should display "set regarding". As you can see from this screen shot, it does not and the actual set regarding section is not visible.  I have attached screen shots from sandbox and production to show the difference. Any help is appreciated! Laura



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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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  • 9.  RE: Outlook App missing the "set regarding" area

    TOP CONTRIBUTOR
    Posted 18 days ago
    Hey @Laura Mortick,

    Two other areas comes to mine to triage.

    1. Validate that the security roles assigned the user are enabled for the Outlook App.. I've see the App work in the pass even though my Security roles were not enabled, which I suspect was due to cache at the client side.   However, this happened in my Sandbox as well, so worth doing a check.
    2. Validate the mailbox for the test user is enabled and configured.   If so, I would re-deploy the Outlook App to the user. Sometimes, it helps to turn things off and on again. :)

    Hope it helps.

    ------------------------------
    Todd Mercer
    Dynamics CRM Technical Lead
    MD Financial Management
    Ottawa ON
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  • 10.  RE: Outlook App missing the "set regarding" area

    TOP CONTRIBUTOR
    Posted 17 days ago
    Hey @Todd Mercer that worked!  Yay!  We removed the mailbox and added it back and that finally fixed it.  I feel like we tried that before, but maybe not.  Also, i have a question.  On a regular basis, we refresh sandbox with production. We do this because we do the same thing Oracle and we sync Oracle to CRM via KingswaySoft.  If we dont do this, the GUID's become out of sync.  Anyhow, in Production, my Test ID is not set up with the Outlook App, but in Sandbox, my Test ID is set up to Sync with that Test users Outlook.  Could we be breaking the Outlook App each time we refresh Sandbox with our Production database?
    thanks so much for your help!  Laura

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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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  • 11.  RE: Outlook App missing the "set regarding" area

    TOP CONTRIBUTOR
    Posted 17 days ago
    Hey @Laura Mortick

    That's great news! Glad it helped.

    Sounds like you refresh process could be the culprit. I would put in a post refresh step to reconfigure your test users each time.

    Cheers!
    Todd.​

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    Todd Mercer
    Dynamics CRM Technical Lead
    MD Financial Management
    Ottawa ON
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