How to Un-associate/Un-track an email activity in CRM 3.0 Outlook client?

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We have had this question a few times from partners and customers now.

How do we Un-associate an Email that was tracked in CRM by mistake?

When a customer associates an email to an account and then wants to move it to an opportunity or remove the link altogether, it appears that you can’t do that in the application. Is that a bug? Or was this by design?

Well, it turns out that we do not have a straightforward method to un-associate after the ‘Track in CRM’ and ‘Regarding’ options are populated. But here is something that I tried and looks like a workaround:

  1. Click ‘View in CRM’ and open the mail in CRM.
  2. Delete the email in CRM by choosing ‘Actions à Delete Email’. (This will not delete the email from Exchange/Outlook)
  3. Now Close all windows and select the email in outlook Preview pane and click on ‘Track in CRM’ button from the main CRM toolbar. (Do not open the email. Opening it will show you the ‘View in CRM’ button but not the ‘Track in CRM’ button.)
  4. Now it will prompt you saying that “This email is already being tracked in Microsoft CRM.” Click ‘Yes’
  5. Now open the email and you will see that the ‘Regarding’ button can be used again to attach this email to a different contact record.

Regards,

pk