Microsoft KB Archive/922116

= An e-mail message is not automatically resolved to a record even if you have resolved the e-mail address to a record in Microsoft Dynamics CRM 3.0 =

Article ID: 922116

Article Last Modified on 8/21/2007

-

APPLIES TO


 * Microsoft Dynamics CRM 3.0
 * Microsoft CRM client for Microsoft Office Outlook, when used with:
 * Microsoft Dynamics CRM 3.0

-



SYMPTOMS
If you resolve the unresolved &quot;From&quot; address of an e-mail activity to a record, and then you receive an e-mail message from the same address that you have resolved, the message is not automatically resolved to a record in Microsoft Dynamics CRM 3.0.

For example, you receive an e-mail message that has a From address of &quot;someone@microsoft.com.&quot; You promote this message to Microsoft Dynamics CRM, and then you resolve the message to an existing account record. However, the account does not list &quot;someone@microsoft.com&quot; as the address on the account form. You then receive another e-mail message that has a From address of someone@microsoft.com. This message is not automatically resolved to the account.



CAUSE
This problem occurs because the e-mail address that is used by the e-mail activity does not match the address in any record in Microsoft Dynamics CRM.



RESOLUTION
To resolve this problem, follow these steps after you receive an e-mail message whose From address is not resolved:
 * 1) In the E-mail dialog box, click the e-mail address in the From field.

Note The address appears in red because the address is not resolved to a record.
 * 1) In the Resolve Address dialog box, note the value that is in the E-mail field.
 * 2) Click the Resolve to an existing record option.
 * 3) Click the Lookup button.
 * 4) In the Look Up Records dialog box, click the record that you want to use to resolve the e-mail address, and then click OK.
 * 5) In the Resolve Address dialog box, click the record that you clicked in step 5.
 * 6) In the E-mail field, type the value that you noted in step 2.
 * 7) Click Save and Close.
 * 8) In the Resolve Address dialog box, click OK.



STATUS
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the &quot;Applies to&quot; section.

Keywords: kbtshoot kbmbsemail kbmbsmigrate kbbug KB922116

-

[mailto:TECHNET@MICROSOFT.COM Send feedback to Microsoft]

© Microsoft Corporation. All rights reserved.