I recently had a customer call up saying their workflows in CRM 4 were not sending emails. This involved me doing a bit of research about emails in CRM.
The fundamental piece of information is CRM doesn’t have any email capability! Yes it needs something else to send the emails for it.
There are two popular ways to send email in CRM
1. Outlook client CRM add on
2. Using the CRM router
Another piece of important information to realise is the emails settings above are configured for each user individually. So if you go to a users settings you will find a setting called
E-mail access Configuration
You have an ingoing and outgoing setting.
The user either has to have the CRM outlook addon installed into outlook or they need to specify the CRM Router (which you will have had to set up). One caveat of the CRM Router is it isn’t really linked to CRM so if you specify a user email settings to use the CRM router you will then have to go to the CRM Router and refresh the user
The other thing to consider if the user is using outlook is it will only send the emails if outlook is open (I think this is correct) so if the user shuts down their machine then no emails are going to be sent.
This problem turned out to be the person who created the workflow didn’t have their outlook setup to send emails on their behalf. I have seen this problem before and what some people do is use one account to create the workflows and for that user to have the correct email settings.
I had a problem today with a similar solution, so my advice is when there is a problem sending emails go into the Administration/user/ and check the outlook settings or you can go to these if you go into the CRM options in outlook. You should check to see if the checkbox for sending emails on behalf of the user is ticked.