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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:​
  1. Depending on your organization, Choose one of the following:   
    • Click Setup select Customize | Activities | Task Fields. 
    • Your Name select Setup | Customize | Activities |Task Fields.
  2. Click Status.
  3. Click Reorder.
  4. Select the value "Completed" and press the "Top" button.
  5. Uncheck the option "Sort Values alphabetically, not in the order entered. Values will be displayed alphabetically everywhere".
  6. Click Save
  7. Then Click the "Edit" button right before Completed and make sure that Closed is checked.
  8. Click Save.
Please take note of the following considerations for this behaviour to work:
 
  • The preferred value of the task should always be on top of the picklist value order.
  • If you have several picklist values that have "Closed" check box ticked Salesforce will calculate the order of these picklist values according to their hierarchy.
For example:
  • You have 3 values saved in the Task Status Picklist:
Open
Investigating
Completed


"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 InvestigatingNow, 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.




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