This topic describes some common problems that you may see when you use email logging.

Managing Logging for Multiple Contacts Who Use One Email Address

In some Microsoft Dynamics NAV company installations, one email address may be used by several contacts in a company. In this case, email interactions are logged only against the first contact, based on and ordered by the No..

To change this behavior, update the inheritance settings that you have specified in the Marketing Setup window. On the Inheritance FastTab, clear the Communication Details check box.

Using Email Logging in a Multiple Exchange Server Environment

When you are using public folders in a multiple Exchange Server environment, you may encounter delays in seeing a mail message synchronize among the servers. For example, a mail message on one server can take several minutes to be synchronized with another server on the same domain. This can manifest itself when you are using email logging with job queues.

As a result, while synchronization is occurring, you may get the following message when you try to display the mail: The email message cannot be displayed or has been deleted.

Setting Up an Interaction Template for Email Logging

When you are working with interactions and the email logging feature, you should be aware of the following requirements:

  • The interaction template code must point to an existing interaction template.
  • The interaction group code must be SYSTEM.

For more information, see How to: Set Up Interaction Templates.

Changing Storage Locations

You can update the storage location for your email messages, with the following considerations.

If you leave logged email messages in the original storage folder, then you can view the messages from the Interaction Log Entries window. In that window, select the log entry and on the Home tab, choose Show.

If you move the logged messages to another storage location, you cannot view the message from the Interaction Log Entries window, as the location and ID of the message has changed.

To respond to this behavior, update the information in the Marketing Setup window. Then you can copy or move the messages to the public queue folder and reprocess the mail messages.

Logging Interaction Links are Lost When You Upgrade from Microsoft Dynamics NAV 2009 R2

When you upgrade from Microsoft Dynamics NAV 2009 R2 to Microsoft Dynamics NAV 2013, the link between interaction records and logged email messages is lost.

To resolve this issue, the administrator has to log all mails again to restore the links. Although logging a large volume of mail messages can be a lengthy process, you can improve performance if email logging is configured to run on its own dedicated server instance. The administrator can use one of the following methods:

  • Copy all mails that are in the storage folder to the queue folder. The mail messages will be logged again.
  • Rename the existing storage folder as the queue folder, so that the messages are logged again. In this instance, you will also want to re-create a storage folder.

Upgrades to Job Queue Functionality Require Changes in Your Email Logging Implementation

Job queue categories have been introduced in Microsoft Dynamics NAV 2013. Accordingly, to upgrade email logging, you will have to update your implementation to reflect this change.

For more information, see How to: Set Up Job Queues and How to: Create Job Queue Categories.

Error when viewing mail based on interaction log entries

Description: An error may appear when you want to view a logged email in the Interaction Log Entries window. The error occurs when Microsoft Dynamics NAV attempts to open the corresponding email in Microsoft Outlook.

Workaround: Make sure that you are not running either Microsoft Dynamics NAV or Outlook as administrator. Otherwise, close all instances of Outlook, and then, in the Interaction Log Entries window, choose Show again.

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