Re: E-mail reply tracking in Opportunity by Jason
Jason
Tue Nov 28 18:50:48 CST 2006
I see what is happening here. It's really a clash of 2 different features
we have in CRM.
What is going on is that in step 3, the CRM user is replying to the email in
Outlook. You can see in your screenshot that the regarding object for the
Outlook email is set to 'none'. Now, if the original email was in Outlook,
the regarding object would have copied to this the new Outlook email, but
since it originated in CRM and was sent out via SMTP it is not.
So, when the Outlook email is sent, it has a regarding value of 'none'
selected. This is then created in CRM with a regarding value of none.
Here are some workarounds for this, though I am going to log a suggestion
for improving this in the future.
1) Wait for the Outlook email the CRM user receives in step 2 to be 'tagged'
by CRM before going onto Step 3. CRM tagging is a process where the icon
will change and the link to the CRM activity and the regarding object will
be set. Then, when you reply to the email in Outlook, the regarding value
will copy to it.
2) Promote the Outlook email the CRM user receives in step 2. You do this
by opening the email and clicking the Track In CRM button. The regarding
object will be copied again, just like the 'tagging' process. Then when you
reply it will contain the regarding value.
3) Set the regarding value manually before sending the Outlook email in step
3. This is kind of a pain though.
--
Jason
--
This posting is provided "AS IS" with no warranties, and confers no rights.
"Raj Limaye" <Rajeev_Limaye@hotmail.com.(donotspam)> wrote in message
news:34CEDBCA-6F83-4362-9EFC-B48FC1ACDB72@microsoft.com...
> Here is the step by step procedure
> 1. From an opportunity, Select Actions - Add activity - e-mail
> 2. Write and send an e-mail to contact in CRM and CC to user in CRM (for
> test)
> The e-mail sent gets added to the History.
> 3. CRM User replies to the above e-mail, (with Track in CRM option
> enabled).
> 4. The e-mail is not added to the History tab of the opportunity even if
> the ID exists in the subject line. I would expect this e-mail to appear in
> the opportunity history since the original e-mail was generated from the
> Opportunity.
> 5. Instead, the e-mail gets added to the History tab of Contact "Rajeev
> Limaye"
>
> (I will email you a document with screenshots)
>
> --
> Raj Limaye, PMP
>
>
>
> "Jason Dibble [MSFT]" wrote:
>
>> So, you are seeing the reply email generated as a CRM activity by the
>> Exchange connector, but the regarding value isn't being copied from the
>> original? It should do this copying by default, and I have verified it
>> works on my system.
>>
>> Sorry to ask for this, but could you provide step by step instructions on
>> what you are doing so that I can try to reproduce the issue?
>>
>> --
>> Jason
>> --
>> This posting is provided "AS IS" with no warranties, and confers no
>> rights.
>>
>>
>> "Raj Limaye" <Rajeev_Limaye@hotmail.com.(donotspam)> wrote in message
>> news:B33E137B-08FC-4236-9A5C-8988A637008A@microsoft.com...
>> > Thanks for you reply. The Regarding field is empty in the reply.
>> > However,
>> > the
>> > tracking number is there in the subject line. Since this tracking
>> > number
>> > was
>> > generated from the opportunity entity, is there any way to attach the
>> > reply
>> > e-mail the the same opportunity from which the first e-mail originated?
>> > --
>> > Raj Limaye, PMP
>> >
>> >
>> >
>> > "Jason Dibble [MSFT]" wrote:
>> >
>> >> When the reply is received, if it is promoted to CRM by the CRM
>> >> Exchange
>> >> connector, the regarding object from the original mail will be copied
>> >> to
>> >> the
>> >> activity created for the reply.
>> >>
>> >> --
>> >> Jason
>> >> --
>> >> This posting is provided "AS IS" with no warranties, and confers no
>> >> rights.
>> >>
>> >>
>> >> "Raj Limaye" <Rajeev_Limaye@hotmail.com.(donotspam)> wrote in message
>> >> news:0DAFE2AE-9FB5-41EB-9A03-504080A1F9E4@microsoft.com...
>> >> > We have a process where discounts above certain % need an approval
>> >> > of
>> >> > VP
>> >> > of
>> >> > sales. To get the approval, the user creates a task (e-mail) and
>> >> > sends
>> >> > to
>> >> > VP
>> >> > Sales for approval. The outgoing e-mail is stored in History with
>> >> > the
>> >> > tracking number.
>> >> > When the VP replies to the e-mail with track in CRM enabled, it
>> >> > should
>> >> > get
>> >> > attached to the opportunity. It does not happen.
>> >> > Unless the reply has regarding selected, it does not get attached to
>> >> > opportunity.
>> >> > Is there any way to attach the incoming e-mail to the same entity
>> >> > record
>> >> > it
>> >> > originated from, based on the tracking number?
>> >> > --
>> >> > Raj Limaye, PMP
>> >> >
>> >>
>> >>
>> >>
>>
>>
>>