CRM

Microsoft is moving into the second phase of deprecating the Classic version of Outlook in April of 2026. The cutover date is still unknown but coming down the road. Please refer to this article: when will classic outlook end - Microsoft Q&ADoes Acumatica have this on its roadmap to update the Outlook Add-in to also work with the new version of Outlook? It currently does not! 

When creating a Service Order from a Case, the Case Number is referenced to the Service Order under Other, Source Info: Is there a setting to reference the Service Order Number back to the Case?Thank you! 

Hello all,How can I setup an Approval workflow for the Opportunities screen in Acumatica? We know that the Approval Map doesnt have the option to setup approval for Opportunities screen. But is there any possibility to setup a similar flow without customization?

Hello everyone,I’m are trying to understand how Acumatica handles different Customer Status values: Active One-Time Inactive Our concern is that we cannot find any documentation explaining whether One-Time is just an informational flag or if it actually triggers different behavior in AR, Sales Orders, or any other module. Does One-Time behave differently from Active in any workflows? Is One-Time intended by Acumatica as a special-use status (e.g., guest/occasional customers), or is it simply an available label with no system logic attached? Are there recommended best practices for organizations that want to classify customers who are still valid but rarely used? Thank y’all for any insight or guidance!

I created a generic inquiry and replaced a screen but setting the “Enable new record creation” to true in the menu, I still don’t get the + button 

Hi all,We recently upgraded from Acumatica 2024 R1 to 2025 R1 and noticed that whenever a new case is created, an additional activity entry is automatically generated:Type: System MessageSubject: Case created in ERPWe haven’t been able to identify any functional value for this entry—it simply logs that the case was created. However, it is creating extra activity records that are triggering unintended side effects, particularly with Business Events that rely on the CRPMSMEmail DAC (e.g., when monitoring case-related messages).We’ve looked through different settings screens but haven’t found a way to disable this “Case created in ERP” message.Has anyone found a way to disable or suppress this automatic activity entry in 2025 R1?Or alternatively, is there documentation explaining its purpose or how it ties into the case workflow?Thanks,Dave

We offer installation, removal and storage services to our customers. When we sell a project, the stock item is on the sales order and “Shipped” once it has been installed. We are able to track that inventory up until this point. Then the product gets removed and stored in our warehouse, but we do not have a way of tracking it since it is now customer - owned product and not our own inventory. Does anyone have any suggestions on how to go about this? 

Issue: When creating a new dynamic marketing list based on a custom Generic Inquiry, the qualifying lead does not appear in the MarketingListMember table.Context:Goal: Create an export of leads/contacts that is filtered on their “subscribe” status that can be imported into SendGrid. Approach: Using dynamic lists tied to a Generic Inquiry. Problem: The expected lead qualifies in the inquiry but is missing from the marketing list membership table.Question: Has anyone experienced this? Is there a step or sync process required to populate MarketingListMember for dynamic lists?

I would like to be able to add the current contact record hyperlink to the email template I am creating. We are trying to send an internal email with the link for an action in another system. I cannot find how we can do this. 

Trying to change an email address for a customer record but when we try to go save the record we get an error, “account is inactive”.  However, the customer is active and the customer location is active so I am confused why this error is occurring. Any one have a solution to this strange error?

Hi all,I’ve added an email address as a customer contact. When receiving email from this contact, Acumatica is not associating email activity with the contact. When I click “Create Case” from the email, the contact and business account fields are blank. I expect them to default. The email account is not set to automatically create a case because I’m requiring a contract for this case class. Below are screenshots of the email and case, followed by screenshots of settings for Email Account and Case Class, respectively. Thanks in advance!  

We may have multiple opportunities running at the same time for one customer at a time, and I was trying to find a way to create one task to oversee all of those opportunities. I can’t associate more than one Related Entity to a task. I also tried the additional activities tab within the task, to create multiple activities under one parent activity associated with different opportunities, but then multiple tasks still show up in your personal queue. The goal is to have one task/activity show up in your queue, that you would manage several opportunities under. The issue that I’m trying to prevent is having 5 tasks for 5 opportunities, which allows for updates to be missed, or opportunities to be overlooked. 

Has anyone successfully used Acumatica CRM/Marketing functionality to conduct drip marketing campaigns?  Example scenario: When someone fills out a form on our website, they’re automatically captured as a lead and added to an awareness drip campaign. It’s comprised of sending the lead 14 emails spread out over the course of 12 months.Is it possible to automate such a campaign using Acumatica functionality?

Hi all,I’ve been using Marketing Lists lately and running into some strange behavior, specifically two things:I have a dynamic marketing list containing two contacts that are unsubscribed. When I set filter on “Subscribed” field to False, it shows no contacts (screenshot below), but there are in fact two unsubscribed. Thoughts?   When I use the list in a campaign, it includes the unsubscribed contacts as members of the campaign. When I send a mass email from the campaign, it generates emails for these two contacts. Seems like it should exclude them?

Looking for some guidance on modifying an email template “To” field to be the Contact selected at the Sales Order header.  Tried to plug in various fields to no success.  Any help would be appreciated. Thank you.

Hi Team, We are Sign in again to proceed but still not receiving email notifications. 

Is there any way to assign an actual Salesman ID in the system to either a CRM Lead, Opportunity, or Sales Quote...as I’m not seeing it, and would think it to be an obvious need?Obviously, there are rules in place to assign an Owner to any of these windows, but even when going into one of those Owner’s employee ids and linking the record to a salesman id, it doesn’t do anything in the process (not exactly sure what the purpose is for the Salesman Link at the employee level, but will leave that for another day).Just seems strange to me, as the OWNER does all the hard work to cultivate the prospect, but when it comes time to converting the prospect to customer, I’m not seeing where the salesman id/owner can be automatically set at the customer level...am I missing something here?appreciate it,mdickson

Hello everyone,I would like to upload the new leads directly from Excel into the marketing campaign so that the system can create the leads immediately.Does anyone have a suitable Excel template that I can use?I have exported the columns, but the system says that it cannot create the data record with this information alone.Thank you very much!

I’ve found that marketing campaigns only allow emailing members once. That makes no sense to me. Doesn’t a “campaign” imply a cadence of emails? Here is another post I found on this issue: Marketing Mass Emails, can only email once | CommunityAppreciate any thoughts!

Hi all,I have an error when processing Mass Email. The first time I clicked Send, it only generated two emails, but the campaign has hundreds of members. I then copied email to create new one. Now I get the error in screenshot below.Details:There is a campaign selected on Campaigns tab.  Both the Campaign and its associated Marketing List have hundreds of members, and all of them have email addresses. Thanks in advance for any help.   

We have an info@ email address that is routed to create cases. That same email also sends our daily invoices to customers. However, when the customer responds to a system email coming from info@ (e.g. invoice email), Acumatica is attaching the reply to the invoice screen and not creating a case.  How do we get the replies to create cases?

Do you guys know some cheap CRM software to integrate with Acumatica?

I was given a request to modify the Weekly Activity Report for a client that tracks their salespeople’s activities. The current report filters are Salesperson, Start Date and End Date. The problem is they noticed activities are being pulled to the report based on when the activity was ENTERED not the actual Start Date.When you enter an activity, you can select the actual date of the Activity Type in the Start Date field, HOWEVER, when you filter the dates to that range on the report, the activity does not show up as it is tracked in the system by the Date is was entered. The screenshot below shows the initial setup of the activity having a Start Date of 9/25/25 but entered on 10/8.The issue is the Start Date is treated as the Entered Date and not when the activity actually happened. Below you see the report is filtered to show all activities that occurred during 9/15-9/30Here is the result: No activities are shown.When the filters are changed to the dates used, then the activities are

Is there a way to create a marketing survey in Acumatica to mass email certain customers? We would like it to be a one question survey and the 3 responses listed so when the customer clicks their response, we can collect the feedback. Can Acumatica do this or would we need to get a 3rd party integration with marketing software?

Row level security settings can be configured to limit access by user to certain email accounts for sending messages, but do these settings also apply to viewing Incoming and Sent message on those same accounts?  Or is there another way to configure this security setting?Thanks in advance!