Track Emails directly from Shared Mailboxes

September 20, 2010 by  

A customer wanted to know if it was possible to track emails directly from a shared mailbox. Up till now, the only way to do this was to move or copy the emails from the Shared Mailbox to a Personal Mailbox and track the emails from there, which is a workaround you would rather not advice to your clients.

Recently I came across a post from Huib Aarts explaining that some hotfix has made this possible. Below is a summary of his post:

On the page “Microsoft Dynamics CRM 4.0 updates and hotfixes” ( there is a section “Hotfixes that have limited distribution”. In this section hotfix number 953812 is mentioned with the title “A hotfix that enables you to track an appointment in a shared calendar in the Microsoft Dynamics CRM 4.0 client for Outlook is available“.  The details of this hotfix describe it not only works for Shared Calendar, but also for Contacts and Tasks.

After some experimenting I found out it also works for Shared Mailboxes !!! Problem solved.
The message “Only items in the default Microsoft Outlook store can be promoted to Microsoft dynamics CRM.” is History!

Only catch, the solution is supported, but the functionality I use it for isn’t, so it can be undone with a future rollup pack or something. I have succesfully tested it with Rollup 4. (With Rollup 2 it didn’t work.)

Here’s the complete article Tracking E-mails directly from Shared Mailboxes.

Update 22-04-2011:
The article by Huib Aarts has been removed because the hotfix no longer works beyond Rollup 7 !!
For those of you who still have customers on Rollup 7 or lower, here is the hotfix.

But remember, using this hotfix to promote emails from a shared mailbox is not what this hotfix was intended for. Use at own risk!




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