The recipient does not see the Microsoft Dynamics CRM tracked e-mail icon when a Microsoft Dynamics CRM user sends another Microsoft Dynamics CRM user a Microsoft Dynamics CRM tracked e-mail message

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Article ID: 968672 - View products that this article applies to.
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SYMPTOMS

When a Microsoft Dynamics CRM user sends another Microsoft Dynamics CRM user a Microsoft Dynamics CRM tracked e-mail message, the recipient does not see the Microsoft Dynamics CRM tracked e-mail icon. The icon changes to a Microsoft Dynamics CRM icon for a second and then changes back to a Microsoft Office Outlook icon.

This problem occurs only when users are configured to use Outlook as the router and when the option to create two Microsoft Dynamics CRM activities on e-mail is selected.

CAUSE

While the e-mail message is being received, the Outlook client examines the tracking options that are used to correlate the e-mail message in Microsoft Dynamics CRM. However, the logic does not correctly identify that the e-mail message is sent between two Microsoft Dynamics CRM users. Therefore, the logic tags the e-mail message incorrectly.

RESOLUTION

Cumulative update rollup information

This problem is resolved in the latest cumulative update rollup for Microsoft Dynamics CRM 4.0. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
949256 Microsoft Dynamics CRM 4.0 updates and hotfixes

Registry information

Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:
322756 How to back up and restore the registry in Windows
To enable the cumulative update rollup, add the following registry entries as DWORD values on the Microsoft Dynamics CRM server, and then set the values to 1:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSCRM\DoNotIgnoreEmailsFromUsers
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSCRM\DoNotIgnoreEmailsFromQueues

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

MORE INFORMATION

For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:
824684 Description of the standard terminology that is used to describe Microsoft software updates
For more information about Microsoft Dynamics CRM software hotfix and update package terminology, click the following article number to view the article in the Microsoft Knowledge Base:
887283 Microsoft Business Solutions CRM software hotfix and update package naming standards

Properties

Article ID: 968672 - Last Review: March 12, 2009 - Revision: 1.0
APPLIES TO
  • Microsoft Dynamics CRM for Microsoft Office Outlook, when used with:
    • Microsoft Dynamics CRM 4.0
Keywords: 
kbsurveynew kbmbsmigrate kbqfe KB968672

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