TJ Martin's blog

A newly deployed CRM 2011 environment with a major issue: incoming tracking is not working for all users. An e-mail would only be tracked if a user manually clicked on ‘Track in CRM,’ regardless of the source address, and affects all inbound e-mails.

Let’s look at the machine configurations we looked at:

- CRM for Outlook 2011 with Rollup 4 installed

- Windows 7 / Outlook 2010 32-bit

Other things we’ve taken a look at:

- Only one e-mail address exists on the contact/account records; user e-mails only exist on user records with only the emailaddress1 having a value

- All users have sufficient permissions – even system admins have the tracking issue

- No plugins or onLoad JavaScripts – users are able to manually send CRM E-mail activities

We’ve also attempted to set Personal Options to below:

The options for the browser:

We’ve also specified Smart Matching and Tracking Tokens in the System Settings:

What we noticed was interesting. If an e-mail is manually promoted/tracked to the CRM, clicking on ‘View in CRM’ gives us the ‘FROM’ address but there’s no corresponding ‘TO’ value.

After running a server-side platform trace, we saw that there were no error messages, but we decided to look into it closer:

>OrganizationSdkService starts processing request for user:CheckIncomingEmail

As user:da5fd2aa-60ce-e011-b310-6431504fbf78

Request Xml:

<CheckIncomingEmailRequest xmlns=”http://schemas.microsoft.com/crm/2011/Contracts” xmlns:i=”http://www.w3.org/2001/XMLSchema-instance“><Parameters xmlns=”http://schemas.microsoft.com/xrm/2011/Contracts” xmlns:a=”http://schemas.datacontract.org/2004/07/System.Collections.Generic”><KeyValuePairOfstringanyType><a:key>MessageId</a:key><a:value i:type=”b:string” xmlns:b=”http://www.w3.org/2001/XMLSchema”>&lt;92EFEDCEEBA84946B4EE9652BA5A392C25FD16AC@SINEX14MBXC420.southpacific.corp.microsoft.com&gt;</a:value></KeyValuePairOfstringanyType><KeyValuePairOfstringanyType><a:key>From</a:key><a:value i:type=”b:string” xmlns:b=”“TJ’>http://www.w3.org/2001/XMLSchema”>”TJ Martin” Totmartin@salentica.com</a:value></KeyValuePairOfstringanyType><KeyValuePairOfstringanyType><a:key>To</a:key><a:value i:type=”b:string” xmlns:b=”“Test’>http://www.w3.org/2001/XMLSchema”>”Test User” /O=FIRST ORGANIZATION/OU=First Administrative Group/cn=Recipients/cn=TUser;</a:value></KeyValuePairOfstringanyType><KeyValuePairOfstringanyType><a:key>Cc</a:key><a:value i:type=”b:string” xmlns:b=”http://www.w3.org/2001/XMLSchema”/></KeyValuePairOfstringanyType><KeyValuePairOfstringanyType><a:key>Bcc</a:key><a:value i:type=”b:string” xmlns:b=”http://www.w3.org/2001/XMLSchema”/></KeyValuePairOfstringanyType><KeyValuePairOfstringanyType><a:key>Subject</a:key><a:value i:type=”b:string” xmlns:b=”http://www.w3.org/2001/XMLSchema“>RE: tracing e-mail after tracking CRM:00020004</a:value></KeyValuePairOfstringanyType></Parameters><RequestId i:nil=”true” xmlns=”http://schemas.microsoft.com/xrm/2011/Contracts”/><RequestName xmlns=”http://schemas.microsoft.com/xrm/2011/Contracts”>CheckIncomingEmail</RequestName></CheckIncomingEmailRequest>

>Email delivery found no matching user or queue recipient and the e-mail will be rejected (subject: RE: tracing e-mail after tracking CRM:00020004).

Running the client-side tracing, we found that the TO e-mail address field is specified in a non-SMTP format:

<CheckIncomingEmailRequest xmlns=”http://schemas.microsoft.com/crm/2011/Contracts” xmlns:i=”http://www.w3.org/2001/XMLSchema-instance“>

<Parameters xmlns=”http://schemas.microsoft.com/xrm/2011/Contracts” xmlns:a=”http://schemas.datacontract.org/2004/07/System.Collections.Generic“>

<KeyValuePairOfstringanyType>

<a:key>MessageId</a:key>

<a:value i:type=”b:string” xmlns:b=”http://www.w3.org/2001/XMLSchema”>&lt;92EFEDCEEBA84946B4EE9652BA5A392C25FD16AC@SINEX14MBXC420.southpacific.corp.microsoft.com&gt;</a:value>

</KeyValuePairOfstringanyType>

<KeyValuePairOfstringanyType>

<a:key>From</a:key>

<a:value i:type=”b:string” xmlns:b=”“TJ Martin’>http://www.w3.org/2001/XMLSchema“>”TJ Martin” tmartin@salentica.com</a:value>

</KeyValuePairOfstringanyType>

<KeyValuePairOfstringanyType>

<a:key>To</a:key>

<a:value i:type=”b:string” xmlns:b=”“Test User’>http://www.w3.org/2001/XMLSchema“>”Test User” /O=FIRST ORGANIZATION/OU=First Administrative Group/cn=Recipients/cn=TUser;</a:value>

</KeyValuePairOfstringanyType>

<KeyValuePairOfstringanyType>

<a:key>Cc</a:key>

<a:value i:type=”b:string” xmlns:b=”http://www.w3.org/2001/XMLSchema”/>

</KeyValuePairOfstringanyType>

<KeyValuePairOfstringanyType>

<a:key>Bcc</a:key>

<a:value i:type=”b:string” xmlns:b=”http://www.w3.org/2001/XMLSchema”/>

</KeyValuePairOfstringanyType>

<KeyValuePairOfstringanyType>

<a:key>Subject</a:key>

<a:value i:type=”b:string” xmlns:b=”http://www.w3.org/2001/XMLSchema“>

RE: tracing e-mail after tracking CRM:00020004

</a:value>

</KeyValuePairOfstringanyType>

</Parameters>

<RequestId i:nil=”true” xmlns=”http://schemas.microsoft.com/xrm/2011/Contracts”/>

<RequestName xmlns=”http://schemas.microsoft.com/xrm/2011/Contracts”>CheckIncomingEmail</RequestName>

</CheckIncomingEmailRequest>

When we manually track an e-mail in the CRM, this is what we see:

<CheckIncomingEmailRequest xmlns=”http://schemas.microsoft.com/crm/2011/Contracts” xmlns:i=”http://www.w3.org/2001/XMLSchema-instance“>

<Parameters xmlns=”http://schemas.microsoft.com/xrm/2011/Contracts” xmlns:a=”http://schemas.datacontract.org/2004/07/System.Collections.Generic“>

<KeyValuePairOfstringanyType>

<a:key>MessageId</a:key>

<a:value i:type=”b:string” xmlns:b=”http://www.w3.org/2001/XMLSchema”>&lt;BFFEF0EA51BE13488F7238A04BEB9AAA0522DD06@alenCRM5.fisat.com&gt;</a:value>

</KeyValuePairOfstringanyType>

<KeyValuePairOfstringanyType>

<a:key>From</a:key>

<a:value i:type=”b:string” xmlns:b=”http://www.w3.org/2001/XMLSchema“>”test user”test@fisat.com</a:value>

</KeyValuePairOfstringanyType>

<KeyValuePairOfstringanyType>

<a:key>To</a:key>

<a:value i:type=”b:string” xmlns:b=”http://www.w3.org/2001/XMLSchema”>”Administrator”Administrator@fisat.com;</a:value>

</KeyValuePairOfstringanyType>

<KeyValuePairOfstringanyType>

<a:key>Cc</a:key>

<a:value :type=”b:string”xmlns:b=”http://www.w3.org/2001/XMLSchema“/>

</KeyValuePairOfstringanyType>

<KeyValuePairOfstringanyType>

<a:key>Bcc</a:key>

<a:value i:type=”b:string” mlns:b=”http://www.w3.org/2001/XMLSchema”/>

</KeyValuePairOfstringanyType>

<KeyValuePairOfstringanyType>

<a:key>Subject</a:key>

<a:value i:type=”b:string” xmlns:b=”http://www.w3.org/2001/XMLSchema“>trace with smart matching</a:value>

</KeyValuePairOfstringanyType>

</Parameters>0

<RequestId i:nil=”true” xmlns=”http://schemas.microsoft.com/xrm/2011/Contracts”/>

<RequestName xmlns=”http://schemas.microsoft.com/xrm/2011/Contracts”>CheckIncomingEmail</RequestName>

</CheckIncomingEmailRequest>

We decided to look into the user’s Outlook SMTP box. The SMTP field has to be populated in order for tracking to work.

Here’s what our users were seeing on their SMTP fields:

The client was running on Exchange 2010, Rollup 5.

The client mentioned that it seemed to be an issue with their OAB. When a user runs Outlook in cached mode, the SMTP info doesn’t populate and no inbound tracking occurs. Taking Outlook out of cached mode, the SMTP data populates and inbound tracking e-mails works like a charm.

The issue was resolved by deleting the existing OAB on Exchange, creating a new one from scratch, and then had it downloaded to the client. This then populated the SMTP fields correctly and tracking should work at this point.

I hope this helps someone out there – this was quite a head scratcher, certainly!