Article ID: 929385
Article Last Modified on 1/4/2008
APPLIES TO
- Microsoft Dynamics CRM 4.0
- Microsoft Dynamics CRM 3.0
- Microsoft CRM client for Microsoft Office Outlook, when used with:
- Microsoft Dynamics CRM 4.0
- Microsoft Dynamics CRM 3.0
SYMPTOMS
If you use the Microsoft Dynamics CRM client for Microsoft Office Outlook to track e-mail messages in Microsoft Dynamics CRM, the Microsoft Dynamics CRM toolbar buttons may not be available when you view a tracked message in Microsoft Office Outlook 2003.
CAUSE
This issue may occur if the following conditions are true:
- You use Microsoft Office Word as the e-mail editor in Outlook.
- The e-mail message that you are viewing is in Rich Text format.
WORKAROUND
To work around this issue, use one of the following methods.
Method 1: Do not use Microsoft Office Word to edit e-mail messages
To use a different editor than Microsoft Office Word to edit e-mail messages in Outlook 2003, follow these steps:
- Start Outlook 2003.
- On the Tools menu, click Options.
- Click the Mail Format tab.
- Click to clear the following check boxes under Message format:
- Use Microsoft Office Word 2003 to edit e-mail messages
- Use Microsoft Office Word 2003 to read Rich Text e-mail messages
- Click OK to close the Options dialog box.
- Restart Outlook 2003.
Method 2: Do not compose e-mail messages in Rich Text format
To change the format of an e-mail message that you compose, follow these steps:
- Start Outlook 2003.
- On the Tools menu, click Options.
- Click the Mail Format tab.
- In the Message format area, click a different format in the Compose in this message format list. For example, click HTML.
- Click OK to close the Options dialog box.
- Restart Outlook 2003.
Note If an e-mail message recipient replies to the e-mail message and changes the format to Rich Text, the issue that is mentioned in the "Symptoms" section occurs. Use Method 1 to resolve this issue.
Method 3: View the tracked e-mail message in Microsoft Dynamics CRM
To view the e-mail messages that are tracked in Microsoft Dynamics CRM, follow these steps:
- Start Outlook 2003.
- Verify that you are online in the Microsoft Dynamics CRM client for Microsoft Office Outlook.
- In the Navigation Pane, expand the Microsoft CRM folder.
- Expand the Workplace folder.
- Expand the My Work folder.
- Click the Queues folder.
- Click the Assigned folder, and then open the appropriate tracked e-mail message.
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