Setting a preferred value of task status when adding email from Outlook to Salesforce
|Knowledge Article Number||000221669|
|Description||When using Salesforce for Outlook or Email to Salesforce the emails that are added to Salesforce has a task status of Closed Lost instead of Completed. Refer to the resolution steps on how to select a preferred value of task status.|
|Resolution||To change the preferred value of the task Status when you add email from Outlook to Salesforce or Email to Salesforce please find the details below:
Please take note of the following considerations for this behaviour to work:
"Investigating" and "Completed" have the "closed" checkbox ticked; the order of these picklist values are as follows, Open, Investigating and Completed respectively. When you add email using Salesforce for Outlook or Email to Salesforce the default value for the task is Investigating. Now, if you have all 3 task status picklists and have the "closed" checkbox ticked then the default value when you add email to salesforce is "Open".
Therefore, whatever task status picklist value that is on top of the picklist will be the default value. This applies when email is added to Salesforce using Salesforce for Outlook and Email to Salesforce functionality. This will hold true provided that the "Closed" checkbox is ticked on the task status picklist value category.