question

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JoshHealan-2598 asked joyceshen-MSFT commented

Exchange Journaling not correctly recording emails

I am running Outlook locally on my laptop and using Exchange via Office 365 hosted by GoDaddy. I use a third party software called Crelate for CRM and also an Applicant Tracking System. Crelate uses Journaling with Exchange so that all emails I send, and receive are recorded in Crelate against the specific email recipient as long as there is a contact record in Crelate.

We're having an issue we've been trying to troubleshoot for weeks. All incoming email is being correctly recorded against the sender contact record in Crelate. Messages I send though are NOT being recorded against the recipient contact record.

I have found however that if I have a contact record in Crelate with my email address associated with it, all of my outbound email is recorded against that record, rather then the individuals who are the email recipients. If I delete that contact record with me email, outbound emails are not recorded anywhere.

office-exchange-server-administration
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Hi @JoshHealan-2598

Are you using on-prem Exchange server or Exchange online?

Since we are not familiar with how the 3rd party software works, you could try adding an external account(for example hotmail account) in journal rules Send journal reports to:, verify if it can work properly, then we can determine if the issue is related to Exchange side or the 3rd party software side.

Thanks for your understanding!

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1 Answer

JoshHealan-2598 avatar image
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JoshHealan-2598 answered joyceshen-MSFT commented

Exchange online. When I try to create a rule to send journaling to my Gmail account I get the following error. error
The JournalEmailAddress can only be a mail user, a mail contact or an external address.

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Hi,

I test using gmail account in my environment, it can be created properly:

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Hi,

Is there any update about this issue so far?

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