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Emails sitting with Status Reason of Draft

  • 1.  Emails sitting with Status Reason of Draft

    Posted May 01, 2019 06:35 AM
    ​Dynamics 365 - sending emails (not using Outlook integration)
    We have some users who, when sending emails, these are sitting with a 'Draft' status reason. The user has clicked on the Send button, but they are not being sent. They can click the Send button for a second time and they are then sent. They are configured correctly to use Server Side Sync using the Microsoft Exchange Online Server Profile and the Contact they are sending to has a valid email address and their marketing preferences are set to Allow Email. Any ideas why this is happening or anything else I can check?

    Cheers
    Lesley

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    Lesley Rogers
    Skills Development Scotland
    Glasgow
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  • 2.  RE: Emails sitting with Status Reason of Draft

    Posted May 07, 2019 08:03 AM
    We have the same problem quite a bit and I've found a few things to help troubleshoot.  On the user mailbox record ribbon there's a "Download Mailbox Details" button, which will give you some deeper details and at the bottom some history of when an exception was logged.  The other thing is to look at the Server-Side Synchronization Dashboard in the dashboard list.  It can give you a picture if there are big problems going on.  Hope this helps a bit.

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    Matt Johnson
    CRM Technical Lead
    WorldStrides
    Charlottesville VA
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  • 3.  RE: Emails sitting with Status Reason of Draft

    Posted May 14, 2019 04:21 AM
    Thanks Matt. On looking at the Server Sync Dashboard I have quite a few mailboxes that have continuous errors. I have tried to 'Test & Enable' them, but this hasn't resolved the errors. I'm thinking I'll approve the mailboxes again and see if that works. Interesting that other people are having similar issues with email.​

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    Lesley Rogers
    Skills Development Scotland
    Glasgow
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  • 4.  RE: Emails sitting with Status Reason of Draft

    Posted May 10, 2019 12:45 PM
    Hello-

    We are experiencing a change in system behavior as of noon on May 6:
    1. Emails are sent from D365
    2. These email appear with a status of 'sent' in D365
    3. They arrive in the intended external Gmail inbox
    4. D365 then changes the email record status to 'Draft' even though it was sent

    Bizarre.
    Christine M. Mounts
    Sys/Database Design/Admin 2
    Classroom Technical Services
    University of Minnesota

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    Christine Mounts
    University of Minnesota OCM-CTS
    Minneapolis MN
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  • 5.  RE: Emails sitting with Status Reason of Draft

    Posted May 10, 2019 02:38 PM
    Do you have Auding turned on for email messages?  Would be interesting to see what that looked like and you could go to MS with that in hand, showing it flip back to draft.

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    Matt Johnson
    CRM Technical Lead
    WorldStrides
    Charlottesville VA
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  • 6.  RE: Emails sitting with Status Reason of Draft

    Posted May 13, 2019 05:17 PM
    Yes- great idea! I finally managed to find an email that exhibited this behavior with an audit trail that is not throwing a system error. I will let you know what I find out! We are also experiencing workflow emails appearing in the draft email section without being sent at all. Sort of defeats the purpose of workflow emails...

    O365 Outlook is also blowing up. Here's a thread I found: https://outlook.uservoice.com/forums/601444-the-new-outlook-com/suggestions/36790288--send-goes-to-drafts

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    Christine Mounts
    University of Minnesota OCM-CTS
    Minneapolis MN
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  • 7.  RE: Emails sitting with Status Reason of Draft

    TOP CONTRIBUTOR
    Posted May 14, 2019 09:53 AM
    Hi Christine,

    Do you have any form scripting or business rules that save the email record? The reason I ask is that we experienced similar behavior and found the cause to be a race condition between multiple workflows / plugins associated with sending an email and the javascript in the browser. The server would process the email, and one of the workflows would trigger a field update.  While a JS change to a field value doesn't trigger JS event handlers, the form refresh associated with a workflow does, which in this case caused a JS autosave function in our code to fire, in turn firing another workflow with an update record status in it.  The end result was that the email was being reactivated.

    Check to see if you have something similar going on with multiple workflows firing and/or JS event handlers triggering a save operation.


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    Ryan Perry
    Business Systems Analyst
    Auric Solar
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