We have some problems related to tracking email from Outlook 2013 to CRM 2011.
We have installed the rollup 15 for CRM client for Outlook.
1) Customer A sends an email to user X
2) User X tracks email on CRM creating a new case
3) The email from customer A to user X is tracked automatically on CRM
4) User X replies to customer A
5) The email from user X to customer A is tracked automatically on CRM
6) Customer A replies to user X (using the same email already tracked on CRM)
5) The email from customer A to user X is not tracked automatically on CRM, but manually through the function TRACK
Owners and Author of email tracked on CRM:
1) User X tracks the email and create the case on CRM
2) In the case, we have the email tracked, but the owner is user Y and the author is user Z
How can we solve or what we have to check?