What to do when I cannot see which e-mail I have already archived to SuperOffice CRM from my Outlook Sent Item list?
Updated on 24 Feb 2026After the e-mail gets archived to SuperOffice CRM, next time when I select it, the archive button lights up with a green sign indicating that the e-mail has been archived. When I select an already archived e-mail in the Sent Items folder, the button does not light up in green. Why does it happen?
This feature (the indication of e-mail that has already been archived from the Sent Items folder) is not supported by SuperOffice MailLink. Please read the explanation below.
When archiving an e-mail, the MailLink picks up the unique Message-ID that belongs to the e-mail and stores it in the ForeignKey table with the appointment ID. This ID determines if an e-mail is already archived or not. When a new e-mail is saved, the MailLink first checks the ForeignKey table to see if an e-mail with the same ID is already archived by anyone. The Sent Items folder in Outlook contains no unique Message-ID. For this reason, the reference to the item in the SuperOffice database becomes invalid, and the e-mail cannot be identified as already archived.
In some cases, turning off Cashed Exchange-mode allows us to identify if e-mail in the Sent Items folder was archived already. However, this setting has an impact on Outlook performance.
Note!
- Changing to a none-cached Exchange-mode will not enable duplicate detection of already archived mails (because they lack the ID).
- Changing to a none-cached Exchange-mode will not result in existing items found in Outlook’s sent-item folder suddenly reporting this unique ID. They will remain ID-less.
- Only new e-mails sent after changing this setting have the potential to receive a unique ID, but there are no guarantees.
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