responses to CRM generated emails

Hi there

We are generating emails from within MS CRM 3.0, using activities, which
allows our users to fill in business required fields, prior to sending the
email. This works fine.

However, when replies are sent to these emails and are tracked into the CRM,
they automatically go into History. As a result none of the business
required fields are filled in and because they are sitting in History, we
cannot "reactivate" the activity to amend the fields.

Is there a way of preventing these replied emails from going directly into
History, so we can amend the fields within the activities or is this just the
way CRM 3.0 handles the replies to CRM generated emails (or in fact, non CRM
generated emails in general that are to be "tracked" in the CRM.)
--
Cheers
Sue

Jeremy
Tue Jul 29 10:40:04 CDT 2008

This is the way CRM handles all emails. Once the email is sent from CRM or
is received back in CRM it is automatically considered "Closed" and therefore
is put in the History section.

You could write a callout that sets the Status to "0" directly in the
database whenever a new email is received and then update the fields as
necessary.

I don't know if you plan to upgrade to 4.0 in the future but you can
accomplish this directly with workflow (reactivate a record) solving your
issue.

Jeremy Johnson
http://stateracrm.blogspot.com


"Sue" wrote:

> Hi there
>
> We are generating emails from within MS CRM 3.0, using activities, which
> allows our users to fill in business required fields, prior to sending the
> email. This works fine.
>
> However, when replies are sent to these emails and are tracked into the CRM,
> they automatically go into History. As a result none of the business
> required fields are filled in and because they are sitting in History, we
> cannot "reactivate" the activity to amend the fields.
>
> Is there a way of preventing these replied emails from going directly into
> History, so we can amend the fields within the activities or is this just the
> way CRM 3.0 handles the replies to CRM generated emails (or in fact, non CRM
> generated emails in general that are to be "tracked" in the CRM.)
> --
> Cheers
> Sue

Sue
Tue Jul 29 19:50:00 CDT 2008

Hi Jeremy

Thanks for the info, yes we are about to upgrade to 4.


--
Cheers
Sue


"Jeremy" wrote:

> This is the way CRM handles all emails. Once the email is sent from CRM or
> is received back in CRM it is automatically considered "Closed" and therefore
> is put in the History section.
>
> You could write a callout that sets the Status to "0" directly in the
> database whenever a new email is received and then update the fields as
> necessary.
>
> I don't know if you plan to upgrade to 4.0 in the future but you can
> accomplish this directly with workflow (reactivate a record) solving your
> issue.
>
> Jeremy Johnson
> http://stateracrm.blogspot.com
>
>
> "Sue" wrote:
>
> > Hi there
> >
> > We are generating emails from within MS CRM 3.0, using activities, which
> > allows our users to fill in business required fields, prior to sending the
> > email. This works fine.
> >
> > However, when replies are sent to these emails and are tracked into the CRM,
> > they automatically go into History. As a result none of the business
> > required fields are filled in and because they are sitting in History, we
> > cannot "reactivate" the activity to amend the fields.
> >
> > Is there a way of preventing these replied emails from going directly into
> > History, so we can amend the fields within the activities or is this just the
> > way CRM 3.0 handles the replies to CRM generated emails (or in fact, non CRM
> > generated emails in general that are to be "tracked" in the CRM.)
> > --
> > Cheers
> > Sue