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Consider the following scenario. You convert an e-mail activity to a case in Microsoft Dynamics CRM 4.0. The e-mail activity is not added to the case. In this scenario, you cannot track the e-mail activity in the case. If the case is open, you can add the e-mail activity to the case manually. However, if the e-mail activity is closed, the e-mail activity is removed from the case. Additionally, no record of the e-mail activity can be tracked in Microsoft Dynamics CRM 4.0.
This problem is fixed 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
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.
For more information about the terminology that is used to describe Microsoft software updates, click the following article numbers to view the articles in the Microsoft Knowledge Base:
824684 Description of the standard terminology that is used to describe Microsoft software updates
887283 Microsoft Business Solutions CRM software hotfix and update package naming standards