Email Logging and Read Receipts are inconsistent

beetlestone

A customer use email logging for two different companies within the same database. There are two Outlook profiles (NAV1 & NAV2) - one for each company. Each company has the CRM Setup completed for a different inbound folder and storage folder.

When they receive an email, they want both email loggers to process, which means that the same email message is required in both Inbound folders. The emails to be captured are for all employees!! To handle this a vbscript adds the NAV1 & NAV2 email addresses to ALL inbound emails. Exchange archiving places the email into the two Inbound folders monitored by Email Logging.

Two seperate Navision clients run on the same machine and use the correct profile.

The process of reading the Inbound email, and creating the Interaction Log Entry as well as moving the email to the storage folder works fine.

However, we have noticed that if the email sender requests a Read Receipt, then they will have the standard Outlook message bounced back to them saying that their email was deleted without being read. This is not correct.

This also occurs when only one of the Email Logging machines is running.

The emails are correctly sitting in the appropriate storage folder marked as Unread, and the users can Show the email via the Interaction Log Entries.

We have tried setting the CDOQueueMessage.Unread := FALSE in codeunit 5064.

I have recreated this situation by sending an email to myself from an external email account and this still happens. The customer may have a situation where an email is sent to fred@company.co.uk and email address nav1@company.co.uk & nav2@company.co.uk are added to each message.

The Nav1 and Nav2 accounts do not necessarily need to be read by an email client, however the intended recipient fred@company.co.uk needs to trigger the Read Receipt in the normal manner.

Has anybody encountered this situation before.? Or do you have anyideas where to turn to.

The customer is using 4.02 and SQL server.

pdj

Not tested, but have you tried opening Outlook using NAV1 or NAV2 profile, and go to Tools\Settings\E-mail settings. Then just right to the button "Advanced e-mail settings" is a button called something like "Registry Settings" (All button names are directly translated from Danish, so they are most likely a bit different.) Here you should be able to configure how Outlook should handle these request. I think if you remove all the checkmarks it should work. I'm using Outlook 2003 so it might be different in other versions.

If this doesn't work, I think you should take a closer look at the vb-script, and see if you can't get the script to remove the read-reciept request after copy.

beetlestone

Thanks for the suggestion. The customer is also using Outlook 2003 so I'll see if this suggestion will make any difference.
The Read receipt needs to be theere as it is a valid request from the sender.

Could this problem have something to do with the Exchange Message Store. The sender sends one email to fred@company.co.uk. This message then becomes two messages, one in each of the Inbound folders.

Something seems to ring bells that only one common message will be stored in the Exchange server.

This may not be relevant, but hopefully iy is a setting locally that is causing this, otherwise I could imagine a lot of other users would have had a similar problem as I don't think that this is a strange use of Email Logging.

pdj

beetlestone wrote:

The Read receipt needs to be theere as it is a valid request from the sender.

Yes, but only Fred should respond to it.

beetlestone wrote:

Could this problem have something to do with the Exchange Message Store. The sender sends one email to fred@company.co.uk. This message then becomes two messages, one in each of the Inbound folders.

(Well, actually three messages. One for Fred and one for nav1 and one for nav2.) I simply think that all you need to do is to configure nav1@company.co.uk & nav2@company.co.uk to ignore these requests.
My suggestion about changing the vb-script, was also only to remove the read-receipt request on the two copies and leave it on the original in Fred's inbox.

beetlestone

I have changed the Process Receipts on arrival option to be blank, as well as the Process requests and responses on arrival.

This had no effect as the sender still had a bounce back.

In my testing I am working with only my email account, and using an Outlook rule to move an email into my Inbound folder for Nav1. In this instance the problem still occurs.

We are looking at changing the vbscript, but surely this use is not unusual. Microsoft best practise is to use the Exchange archiving which is what we are using, with the additional effort of creating an additional message copy for the other user.

My head is now hurting.