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Unable to resolve or assign emails in 'My Unresolved Items'

Дата публикации: May 28, 2026
Описание

When a Salesforce user sees the error message "You need additional permissions to assign emails to other records. Contact your administrator" in their My Unresolved Items view, it indicates one or more missing permissions or configurations. My Unresolved Items is a section within Salesforce Outlook Integration that lists emails not yet associated with a Salesforce record. Resolving this error requires a Salesforce administrator to verify Outlook Configuration settings, Email to Salesforce settings, user profile permissions, and Task object field-level security.

Решение

To resolve the inability to assign emails in My Unresolved Items, a Salesforce administrator should verify the following four areas for the affected user:

Check 1 — Outlook Configuration: Verify Add Email Setting

Confirm that the Add Email checkbox is selected in the user's currently assigned Outlook Configuration.
In Salesforce Lightning Experience:

  1. Click Gear Icon | Setup | Email | Outlook Configurations.
  2. Select the user's assigned Outlook Configuration.
  3. Confirm Add Email is checked under the Email Settings section.

In Salesforce Classic:

  1. Go to Setup | Desktop Administration | Outlook Configurations.
  2. Select the user's assigned Outlook Configuration.
  3. Confirm Add Email is checked under the Email Settings section.

You may also enter Outlook Configurations in the Quick Find box from Setup.

Check 2 — Email to Salesforce: Verify Active Setting

Confirm that Email to Salesforce is enabled and active for the org.
In Salesforce Lightning Experience:

  1. Click Gear Icon | Setup | Email | Email to Salesforce.
  2. Confirm the Active checkbox is selected.

In Salesforce Classic:

  1. Go to Setup | Email Administration | Email to Salesforce.
  2. Confirm the Active checkbox is selected.

Check 3 — Profile: Verify Edit Tasks Permission

Confirm that the affected user's profile includes the Edit Tasks permission.
In Salesforce Lightning Experience:

  1. Click Gear Icon | Setup | Users | Profiles.
  2. Select the affected user's profile.
  3. Confirm Edit Tasks is enabled.

In Salesforce Classic:

  1. Go to Setup | Manage Users | Profiles.
  2. Select the affected user's profile.
  3. Confirm Edit Tasks is enabled.

Check 4 — Task Field-Level Security: Name and Related To Fields

Confirm that the Task object's Name and Related To fields are visible for the affected user's profile.
In Salesforce Classic:

  1. Go to Setup | Customize | Activities | Task Fields (or enter Task Fields in Quick Find).
  2. Click the Name field.
  3. Click Set Field-Level Security and confirm the Visible checkbox is selected for the profile.
  4. Repeat steps 2–3 for the Related To field.

In Salesforce Lightning Experience:

  1. Click Gear Icon | Setup | Object Manager | Task | Fields & Relationships.
  2. Click the Name field.
  3. Click Set Field-Level Security and confirm the Visible checkbox is selected for the profile.
  4. Repeat steps 2–3 for the Related To field
Номер статьи базы знаний

000385710

 
Загрузка
Salesforce Help | Article