What to do when I cannot archive an e-mail from Outlook to SuperOffice CRM, because the OK button is inactive (grayed out)?
Updated on 28 Nov 2025I want to archive an e-mail from my Outlook to SuperOffice CRM. I selected the e-mail, clicked on the archive button in the Outlook Ribbon, selected a company in the archiving dialog, but the e-mail button is inactive (grayed out). Why does it happen, and how do I fix it?
The OK button in the archiving dialog becomes inactive (grayed out) when the Company or the Type fields are not filled in. Fill in these fields to make the OK button active.
If the Type field appears to be empty, as in the screenshot below, it means that your SuperOffice user account does not have access to the e-mail templates that are used to archive.
Let your SuperOffice Administrator follow the steps below to make sure that your user account has access to the e-mail templates:
- In Settings and Maintenance, click on Lists (1), choose an Email template (2) from the drop-down list, click on the User groups (3) tab, and in the list select the user group (4), which the user belongs to. In the right-side column, make sure that this user group has access to the e-mail template and tick next to Inc. E-mail (5) or the template that is used to archive incoming e-mails in your organization.
Note! If you used to see more templates in the Type field before, make sure that other templates are visible in your account's user group. Also, check MailLink settings, Archive Option (1) section, and make sure that the box next to Show all templates (2) is ticked.
More information
FAQ: How do I create and use e-mail templates in SuperOffice CRM?
Docs: Archive emails to SuperOffice
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