CRM

Consider the following scenario that based on my understanding will work as described.  EMail comes into an Outlook Inbox.  From this message the user uses the Acumatica Outlook Add-In to CREATE CASE.  The case is created and the email is listed in the ACTIVITIES of the case.  From this point forward for the case, the user wants to handle all communication from inside the case.  If the user replies to the initial email from within the case screen ACTIVITIES, that email reply does not get tagged with the [Case ########]?  If the person who gets that email replies, even though we have Incoming EMail Processing turned on for that email account, since there is no tag of [Case #######] in the subject, it will not automatically get linked to that case?  Am I understanding this correctly?  If so, how do others handle this?  Do you just manually add [Case #######] to the initial reply so that all future emails in this chain are processed and linked correctly?  Did you create a customization to

Where does Acumatica intend for you to save EIN? Initially I thought it was in the Shipping>Tax Settings section>Tax Registration ID. However, I think that is intended for the Ship-To state. For instance, I input for California the permit number for California, not EIN. I don’t see any box/field designated for EIN in any of the customer profile tabs. The reason I want to have this is so that the team can easily tie a customer back to this number instead of a bill-to if needed; in case there is ambiguity.   

It would be so helpful if there was a way to assign a default email template to a Case Class. The Create Email button within a case automatically using the correct email template based on the Case Class would save a huge amount of time and allow for greater automation in our process flow. Does anyone know if it’s possible to set an email template default for each Case Class? It seems like this would be a widely-used feature (imho). Thank you!

The BAccounts in my system each have multiple locations.  I need the GI line results to have 1 line per BAccount and show the Location address information for the LocationCD =’Mailing’.  If there isn’t a LocationCD = ‘Mailing’, then I want it to show the location that is marked as “IsDefault”.   Maybe it is better said, “If there is a location named “Mailing”, show that address.  If not, show the address for the location marked “Default” What would be the best way to create this condition in my GI?  

We have email notification template for invoices which are working correctly for single invoices.When sending an email with multiple invoices for a customer from the Print/Email AR Documents, the same template is used but the user’s email address is added to the ‘From’ on the template and the user’s details are also added to the footer (resulting in two footers, the one set up on the email template and the user’s)  

We recently moved to Office365 and are having continued problems replicating the functionality we previously had.  In our previous set-up, the team basically just flagged an email (i.e. Blue Category) and then it showed up in the Incoming Emails screen to be linked to an SO. We’re currently stuck pulling ALL emails in, which is getting cumbersome. By pulling all emails in, now the team is constantly trying to clear out the incoming email page, in order to find the emails they do need to link.  We looked at creating a new root folder and then dragging emails into that folder to pull in, but then they lose the visibility and tracking in their Outlook Inbox.  I can’t find a good resource to help with this - has anyone worked with someone to help with the integration between O365 and Acumatica?? We have the systems connected/authenticated/etc, but we can’t figure out how to get Acumatica to do what we want. 

Hi everyone,I’m working on integrating Outlook emails into Acumatica and want to send emails into a custom screen.I see a few possible approaches and would like advice on best practice:Use Acumatica Outlook Add-in — can it be extended with custom logic, or is it closed? Build a custom Outlook Add-in and send emails to Acumatica via REST API Pull emails from Acumatica using Microsoft Graph API (scheduled process)What is the recommended approach for this kind of integration?Is extending the existing Acumatica Outlook integration possible?Or are there any built-in Acumatica features that could help with this use case?

I wanted to pick peoples brains on methods to track our Event/Conference ROI with related expenses. Currently, I do not see a way to link an Expense Claim to a Marketing Campaign. I am creating a marketing campaign for each of our future attending conferences and will have Leads/Opportunity linked via Source to track sales, but tracking related expenses to a specific conference has been a manual process. 

Hi guys, I just can’t figure out the issue. I follow the guide to set up the self-service portal. The user can’t checkout because of the buttons can’t click. I checked every steps and access rights. Anyone give me a hit? Thank you.   

When “Send Documents in One Email” is used, Acumatica generates a single email activity that is associated with multiple invoices. Since this activity is shared across several records rather than tied to just one, it does not appear in the Activities tab of an individual invoice and is instead found in the overall email history.This means the Receivables team has no visibility, or proof, that an invoice was communicated to the customer. Is anyone using this feature and have you determined a way to track these activities on each invoice? 

How do I use the @me value on a dashboard? Each time I add the @me, it changes to 0 when I save.  

We are using case management with inbound e-mail processing.  Since upgrading to 2025R2, we are experiencing an issue where line breaks are removed from some plain-text e-mails.  This makes those e-mails very difficult to read.We reported this issue to Acumatica support and they are working on a fix.Is anyone else experiencing this issue? 

I have a prospect that needs the ability for their sales people to map out sales calls when they go to an area.  For example, I am flying to Ohio for a week, and I have 25 customers that I need to see.  What is the best route to minimize drive time from each customer and what is the best order of go?  They do not need Field Service only CRM… 

Have a customer that creates large orders and they were excited to see/use the clipboard on the CRM quote to copy similar orders between opportunities. Here is the original quote.Copied quote And here is the pasted quotePasted quote In this case to keep it simple, I did both of these quotes on the same opportunity, but they want to copy from one quote to another with different customers and opportunities, which is why the Copy Quote from the action menu won’t work for them. Anyone know why Acumatica would change all the quantities when copying using the clipboard?

Hi all,Noticed this when working with a customer this morning.There appears to be a general Microsoft fault that is affecting at least a percentage of customers. Currently, customers may have problems reaching the Outlook Sideload button:https://aka.ms/olksideload  Github thread discussing the problem is here:https://github.com/OfficeDev/office-js/issues/6625 This is not an Acumatica fault, this is a Microsoft fault, which is preventing the "Add-ins for Outlook" dialog box from loading. Mentioning here incase it saves anyone else time before Microsoft get it patched, apparently they’ve broken it twice this month.

Hi there,I’m working on the self-service portal in 25R2. My company has decided to implement it for brand ambassadors (salespeople) before rolling it out individual customers. I’ve already created a GI to filter cases based on User → Employee → Salesperson → SalespersonCustomer → Customer → Case, but when I redirect navigation of the CaseCD link to the Case Details screen, I get this error upon clicking the CaseCD: My theory is that the portal only “loads in” the cases from the currently logged-in company, which works great for customers but not so well for employees. Is there a way I can extend / customize this behavior to make these cases’ details visible to the salesperson? I’m pretty new to Acumatica, so please forgive my lack of knowledge about the backend workings of the software - I’m eager to learn more.

 Don’t miss our upcoming CRM webinar:  Maximize the CRM Advantage: Streamline Sales and Operations.  Please join ​@MichaelBradner55 and I on Tuesday, May 19th at 1p EST to learn all about leveraging Acumatica CRM to:Streamline your sales process Improve customer engagement and retention Gain valuable insight to inform your business decisionsWhether you’re an existing CRM user or curious about adding it on, feel free to sign up here.  Hope to see you there! -The Acumatica CRM Product Team Note- if you’re seeing this after 5/19, the webinar will be available on-demand. 

Hello, We are working with the client on quotes being auto sent out of the system. The GI is built off of the CRQuote table and that is the entity we are trying to link the email activity to. Therefore it is not a join issue.  The schedule is auto processing and attaching the quote, but it will not write back to the CRPM Time Activity. Basically it is not creating the email activity as it should based on that entity field being linked.  See attached of where it should be writing to.  Attached  is proof of the email processing.  Anybody know why the link to entity is not working?  

Greetings, Community Members. We want to inform you that we are actively developing updates for Acumatica’s Exchange Sync software in response to upcoming changes Microsoft has scheduled for Fall 2026. Our goal is to ensure continued compatibility and a seamless experience for our customers. This change is driven by a Microsoft deprecation of legacy components that Exchange Sync relies on. Microsoft now requires migration to newer versions of their software, and Acumatica version 26R1 is being specifically designed to align with these updated requirements.  We are also actively evaluating options to support this change in a prior release of Acumatica. We expect to share more detailed information within the next couple of weeks. Rest assured, we will continue to provide regular updates and support resources as the Microsoft deadline approaches. If you have any questions or need assistance with your upgrade planning, please don’t hesitate to reach out. The Acumatica CRM Team 

We upgraded from 25R1 to 25R2 and the add-in for classic Outlook 365 stopped working.  I reviewed help and it seems there are some updated steps for registering the Acumatica instance in Entra.  Under the Expose an API section, we need to add an Application ID in the format of api://<fully-qualified-domain-name>/<app-id>.  We are on SaaS - what do we use as the fully-qualified-domain-name?  Entra does not accept mycompany.acumatica.com since its not verified.  I can’t verify it since I can’t add it to my DNS.  Any insight?

Hi Developer , Accumatica User.We are looking to improve work efficiency and would like to explore if there are any AI tools or applications that can be integrated into our Acumatica CRM to help with data analysis or insights. Any recommendations? Looking forward for the recommendations. Thank you

Hi! Is it possible to create a business event directly in the customer portal?I have access to the business event screen in the portal, but the screen looks a lot different from what it is in the ERP. I also don’t see the question mark icon at the top that usually takes you to help documentations for the screen. Can someone explain to me how business event works in the portal and how to create/run one in the portal please? Thank you! 

Important Notice for Acumatica’s HubSpot Integration: Action Required by April 30, 2026  (Originally slated for September 30, 2025) Hello Community Members. If you or your organization currently uses Acumatica’s HubSpot integration, please be aware of an upcoming change that will require action to maintain functionality.  What’s happening?  Due to a HubSpot API requirement change, the current integration will experience disruptions starting April 30, 2026, unless a solution is applied. To address this change, our engineering team is actively preparing the fixes for all supported versions of our software.What you need to do:  ​ Once the fix is released, you’ll need to work with your Acumatica partner to apply it to your environment to ensure continued integration with HubSpot. We’ll provide step-by-step instructions to make the process as smooth as possible.Stay Informed:  A fix has been provided.  Please see this Known Issues post for additional information.  Regards,  The Acumatica CR

[Survey Closed as Modern Activity Stream has been initially released in 26R1. Please contact me directly with any questions or concerns.  Thanks.] Hello, Community Friends, Are you interested in trying out a fresh, modernized Activity Stream in Acumatica? We have been hard at work updating the interface for viewing your customer interactions. With new features like customizable colored icons that help quickly identify activity types and a smooth, scrollable timeline, we believe this update will significantly streamline how you gather information. We are looking to try this for folks running version 25R2 and using the Modern User Interface but would love to speak to anyone interested.  If you'd like to be among the first to try this upcoming feature, please take a moment to complete this short qualification questionnaire. We’ll review submissions and respond within five business days to confirm your eligibility. Should you be selected, we kindly ask for your honest feedback to help us e

We are excited to announce that we are entering Managed Availability for our Modern Customer Portal initiative! We are looking for early adopters to explore the new features in a sandbox environment beginning with 2025 R2.The steps to sign up are listed below and are also available in the Managed Availability program details.If you would like an overview of the Modern Portal, please refer to the link below:2025 R2 Release Notes – Modern Customer Portal starts on page 139 The 2026 Acumatica Summit Customer Portal Presentation is attached to this postEnrollment InformationTo ensure a successful, high‑quality experience, participation in the Managed Availability program is limited. During enrollment, an Acumatica team member will review your use case and confirm whether it aligns with the program’s scope.Customers:Please complete the eligibility survey by February 13th. Contact your Acumatica partner and provide: Details describing which areas of the Modern Portal you plan to use and prov