I'm having a problem here with sending e-mails from CRM 2011. When creating e-mails and setting the "Regarding" field to a case in CRM, the mails are being sent through the e-mail router to other CRM users. However, when the mail arrives in Outlook, the"Track" button isn't active. Nonetheless, the e-mail does have a CRM tracking number in the subject. This used to work fine in CRM 4.0, but not in 2011. This issue can be replicated for other users as well. It's possible to manually track the mail, and doing so actually fills the Regarding field with the right case, but this creates a duplicate of the mail in CRM. The same happens when activating auto-track. I find it odd that it does in fact set the Regarding field to the correct case, so it somehow knows where to retrieve that value despite the mail not being shown as "tracked", but it still creates a duplicate mail in CRM. I'd expect the normal behavior to be that the mail is tracked right from the start, since it originates from CRM. Does anyone have an idea what the problem might be?
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