Try each of the following steps in order until the issue is resolved:

  1. Ensure Outlook and The Raiser's Edge are integrated
  2. Establish the connection between Outlook and The Raiser's Edge by ensuring that in The Raiser's Edge toolbar, work offline is unchecked.
  3. Give the user the appropriate rights for the integration
    1. Log into The Raiser's Edge as Supervisor or a user with supervisor rights
    2. Click Administration, Security
    3. Open the user's security group
    4. In the Group Privileges frame, select Records
    5. Click Options
    6. On the Security Options screen in the Record Types frame, mark the Actions (Constituent) checkbox
    7. In the Actions (Constituent) Privileges frame, mark the Add and Edit checkboxes
    8. In the Record Types frame, mark the Actions (Appeals) checkbox
    9. In the Actions (Appeals)Privileges frame, mark the Edit and Delete checkboxes
    10. Save and close the security group
  4. Reboot the workstation
  5. Refer to solution BB176582 for additional troubleshooting steps

    NOTE: If the email was sent before the integration was set up, add the action manually