Apr 17

Written by: Sue McAlexander
4/17/2008 10:00 AM

This doesn't happen often, but when it does, it can be a pain to resolve if you don't follow the right steps.  A client of ours ran into this problem early on, as they were learning how to use MS CRM 3.0

In order to "undo" or "untrack" and email do the following:

1. Make sure the original email still exists in your 'Sent Items'
2. Open your Activities using the 'My Closed Activities' view
3. Delete the email that was incorrectly 'Regarded' (if you don't the following steps will copy the whole record, including the incorrect 'Regarding' field)
4. Go to 'Sent Items' in Outlook
5. Find the email that you need to track (don't open it, just locate and highlight it in the list)
6. Click the 'Track in CRM' icon located in the CRM Toolbar.  (You will get a warning that this record is already tracked and asks if you want to make a copy.)
7. Click 'Yes'
8. (one way to do this) Now open the email and Regard it to the correct Account.  Close the email.

You should now have successfully regarded this email to the correct account.

Copyright ©2008 Customer Connect

Tags: