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    <p>We have made some progress with the situation. Here's what we are currently testing that looks hopeful. </p> <ol> <li>unchecking the "Automatic e-mail tagging" option in the addin diagnostics</li> <li>removing office SP1</li> <li>removing an outlook hotfix (will post more details when I have them)</li> </ol> <p>MS are still unwilling/unable to provide clarity on how the various email tracking settings interact (diagnostics/addin crm email tab/server side). If anyone has info on this we'd welcome it. As I find out more I will re-post.</p> <h2>More info Sep 29 2012</h2> <p>An important distinction is between tagging and tracking</p> <p>Our problems seem to have been caused by having tagging turned on (1 above) Since we turned it off for everybody, our tracking seems to be much more reliable.</p> <p>I still don't fully understand what tagging means but as far as I know, it refers to the situation where 2 crm users have a copy of the same tracked email and one of them changes some aspect of the email. For example, if user1 sends a tracked/regarding email to user2 and then user1 changes the regarding record of the sent email, if tagging is on then user2's copy of the email will also change. In other words, "tagging" seems to refer to a process whereby crm tries to keep tracked emails between users in sync.</p> <p>Beware that tagging is a setting in the diagnostics and when an addin is reconfigured for an org, the diagnostic settings revert back to a set of defaults that includes tagging being ON. So every time an add is reconfigured for an org, if you need tagging to be OFF, that has to be done manually, post org re-configuring. As far as I know there is no way currently to override this behavior.</p> <p>Another side effect of tagging seems to be that it periodically goes through all emails that are either in the outlook inbox and all child folders of the inbox. Believe the same is true for the sent items (i.e. it and any child folders). It seems to do a read operation on the exchange server per email which can result in a high volume of read requests. When we turned tagging OFF, there was a dramatic decrease in read requests to the exchange server, per addin.</p> <p>On tracking, what we have verified is that when using tracking tokens only (our situation), the addin considers an incoming email to be a "tracked email" if and only if there is a valid tracking token in the subject. Everything else about the email can change but as long as the original tracking token is in the subject, it is considered to be "in response to" the original tracked email.</p> <p>Another anomaly we noticed was that the following situation is possible (when using tracking tokens only):</p> <ol> <li>user1 sends email to user2 or external email address, but does not track before send</li> <li>post email send, user1 tracks the sent email manually</li> <li>a corresponding email activity gets created in crm even though the email itself does not have a tracking token.</li> </ol> <p>On timing issues: we're not 100% sure of this but it does seem possible for a user to receive a tracked email in their inbox that is regarding a record. Before the addin is able to note that the email is tracked (i.e. change icon to 2 heads), if the user tries to click on the regarding record, it can fail.</p> <p>Due to the nature of our data, we do have multiple records that have the same email address. What seems to happen is that an activityparty record is created for every record instance that has an email address in the form/to/cc/bcc fields of the tracked email. That can lead to a lot of un-necessary activityparty records but the tracking seems to work ok. We have considered trying to intercept the activityparties created but the addin seems to store that data locally per tracked email so it seems like a dangerous approach!</p> <h2>Summary</h2> <p>What we found improved reliability of tracking for us is:</p> <ol> <li>Do not use tagging</li> <li>Remember to uncheck tagging if the addin is reconfigured for an org</li> <li>Minimize the amount of emails in the inbox and below</li> <li>Do not modify a tracked sent email</li> </ol>
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    1. POEmail responses to tracked crm email not tracking correctly
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    1. COThis may be a starter to your latter question: http://mscrmspot.blogspot.co.uk/2011/05/crm-e-mail-setting-deep-dive.html
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    2. CO@Greg Thanks. Had found it too. Problem is not enough detail. e.g. "track...in response to crm email", what does "in response to" mean? When using tracking tokens only (and with certain overall configuration) we have found that all that seems to matter is that the token alone is in the subject. It can be forwarded, parties changed and rest of subject line removed/changed but as long as the original tracking token returns to the sender, it is "in response to".
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    3. COAwarded bounty just to save it going to waste. You deserve it for a well thought-out question at least. Shame that no-one felt equipped to offer even a partial answer though :(
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