This is the first article in the English language about Outlook 2010. Previously, I published a number of Outlook articles on serveral subjects in the Dutch language, but I expect that this information will be read by system administrators all over the world so,.. English it is this time. I may not be a secret that I like Outlook 2010 a lot.
It has no different look and feelings as Outlook 2007 but underneath in the engine and transport components, there has been made some serious changes, making the application better, for future use and interaction between other (non-Microsoft) applications and devices. These articles are trying to go a bit deeper in the stuff, than the regular "How to do..." things that you can find anywhere on the internet these days.

The problem:
When you sent a message "on behalf", or through "send as" of someone, and your organisation uses the Microsoft Exchange application for this, the sent message is placed in your own Sent Items folder and not in the Sent Items folder of the second mailbox. Mostly the second mailbox will be of the manager, director etc. and the delegated persons are experiencing this problem. Most managers like to see in there own Sent Items, what messages they, or their secretaries have sent to people. I've once met a person who even had his Sent items as default first view on his mobile phone. Secretary (A) wants to have mails she sent as manager (B), stored in managers (B) Sent Items, instead of het own (A) Sent items folder. 

Solution in older Outlook versions (2003/2007):
The above issue has been a hot item in all previous versions of outlook. Microsoft created hotfixes for it, every time, but only after customers complaints. Somehow this was never a part of the design functionality of outlook, and only repaired good enough after the SP3/SP2 versions. You can obtain the hotfix for Outlook 2003 obtained here; and the one for Oulook 2007 can be obtained here. But that is only the first step of the complete solution, because for each user you will have to make an ajustment in the registry as well. Grouppolicy settings are the best way to do this for all your users with the minimum amout of effort.
The key for Outlook 2003 is: HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Outlook\Preferences
The key for Outlook 2007 is: HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Outlook\Preferences
Value Type: REG_DWORD  / Value name: DelegateSentItemsStyle / Value: 1
When the value is 0 (zero) or the value name is missing in the registry, the Sent Items will be stored in the actual senders own Sent Items folder, no matter what.
When the Office Suite has been installed as a 32 bits application on a 64 bits pc/server, please note that you will need to create a 32 bit Dword value in the registry.

The old, and now wrong way of adding accounts to Outlook 2010:
Something changed in Oulook 2010 and that hard to notice. Everything looks the same,Outlook-2010-Adding-an-extra-account but transport- and account rules have been changed under water. In Outlook 2003 and 2007 the common way to add an account as extra mailbox is through: File / Account settings / Change / Advanced / More settings / Advanced and then by "Open Additional mailboxes". Thats the old way, but it is still possible in Outlook 2010. "Send on Behalf" is often done directly from an e-mail through the "From" field or even from public folders. Adding the same registry key as available for Outlook 2007 has no use.
Outlook 2010 picture 002 the stop message will be displayed
It will not work!

Adding an extra account through "File / Info / Account settings / Add Account" will result in the same thing, besides,.. it's is too difficult to explain to end-users and creating a manual for these actions, seems to go wrong every time I tried it with a user.

Starting the wizard works fine, but you will get the error and stop message as shown in the left picture with the text: "A new Microsoft Exchange account cannot be manually configured while Outlook is running. To add a manually configured account, exit Outlook. In Control Panel, open Mail and then click E-mail Accounts." A little explaining on the side. In previous versions, outlook was looking in previous versions, just to the plane-actual  rights on a mailbox, in Exchange 2010, rights are checked and defined at the startup of Outlook.
So, this message is not a bug, more a warning, followed by a stop to prevent you from going the wrong way. This behavior is therefore by design! 

The correct way of adding accounts in Outlook 2010:
Sent mail in Outlook 2010 article 278 Mail iconThe correct way of adding extra accounts to your outlook is by adding them as an additional account in your mail settings. Please keep in mind that you must have at least the "Reviewer" permission on the mailbox you are adding and "Author" permissions on the "Sent Items" folder of that account. It's just like file/ntfs permissions, you need the rights, to create the item. Open your "Control Panel" an find the "Mail" settings, just like the picture here on the left side of this text.

Click the button "E-mail accounts" as shown below.
Sent mail in Outlook 2010 article 278 Mail setup

Click "New"on the E-mail tab and after that choose the radio button "E-mail account".
Sent mail in Outlook 2010 article 278 Mail account settings

       Click the "Next" button.

Choose the "Manually configure server settings or additional server types" radio button and click "Next".
Sent mail in Outlook 2010 article 278 Manually configure

Choose the "Microsoft Exchange or compatible service" radio button an click "Next".
Sent mail in Outlook 2010 article 278 MS Exchange compatible service

Now you type in the Exchange Server FQDN (Fully Qualified Domain Name) in the first field, if you don't know it, and the account you want to add belongs to the same organization as your own, click on your own name in the account settings and choose the "Change" option. Sent mail in Outlook 2010 article 278 Exchange server and account nameThere you will find it in a greyed-out state; but you still can use the normal select/copy function on it! Next, type the (partly) displayname, or the email address of the account you want to add. You can use the "Check Name" button to resolve the E-mail address from the GAL (Global Address List). Note that you have to be connected somehow to your organizations network. Https over RPC will not be enough, the office itself, or a VPN connections will be sufficient, otherwise you will get a warning like "The action cannot be completed. The connection to Microsoft Exchange is unavailable. Outlook must be online or connected to complete this action". After this, click the "Next" button.

The account will be added and a summary will be displayed, just like the example below. an extra line for the account has been added, besides your default account and accounts that use the Outlook 2010 Social connector.
Sent mail in Outlook 2010 article 278 Outlook accounts

Click "OK" and two time on the "Close" button.

Within 20 seconds to 30 seconds, an informational will pop-up from the task bar if that notification isn't disabled by your administrator. Sent mail in Outlook 2010 article 278 Outlook OST creation informationalThis is the confirmation for you that an OST-file is created locally for you. Now you can even created message from another account in the off-line status! Thats great!

Now for the final confirmation and a little trick which can help you in faster identifying users with this issue, Sent mail in Outlook 2010 article 278 Outlook Mail From Summaryon a print screen or in a remote session. Look at the lines!

Here on the right, I put a picture of the options, when clicking the "From" field from a new mail. This is the place where users choose the senders account when typing or replying an e-mail. Note, that there are 2 little lines in it. On top, the accounts present in there will have the correct behavior, like in this example account (A). This is the additional account.The same account (B) is below the line and has been added as an additional mailbox through the "Advanced/More Settings" way on your own account. Thats directly also the reason that there is a remove icon present in this screen. Once you added the account in the correct way, you can easily remove the account this way.

Update for Outlook 2010 SP1 with Exchange 2010 SP1 and later: Until today, if you are using Exchange 2010 with SP1 autodiscovery feature will automatically adds any account to your Outlook which the user has full permissions to. So, a reader with the name "Michael" asked me what to do in a 2010 SP1 environment like that. I must say I missed that in keeping my online articles up-to-date. Sharp reading Michael! The quick and dirty fix is to force the underneath 2 registerkeys for all users in a GPO.
Another, more secure option likely, is to disallow the use of full permissions on other persons, or functional mailboxes, and delegate Editors rights, and "Send As" permissions to that particular mailbox. Mail me if you have any better suggestions!

Until today, I have found no limitations to the number of accounts that can be added this way. Some secretaries have more than 20 accounts working like this, the local disc size is more a problem there, due to the number of OST files. I find it confusing, but, they where very happy that the items where stored in the right folders and all there problems seems over after I reconfigured their accounts.

On-screen notifications: Please note that if you enabled the on screen notifications of new messages when they arrive, also appear on your screen for the newly added accounts. Some people like it, some do not. You can not change it otherwise the return to an additional own mailbox. make a choise, fade the message more or faster, or put it in a corner of your screen.

Unsupported by Microsoft: All previous versions of Outlook and Exchange prior to Outlook 2003. Google, find and buy, third party tools like "UniSent" for instance which I personally liked a lot a long time ago and can supply you with all this kind of features.

Migration tip from the field: When migrating an existing exchange/mail environment to Exchange Server 2010 and/or Outlook 2010, I can advise you to set as much "Send As" and "On Behalf" rights as possible. The auto-discovery function of Outlook 2010 will automatically add all additional accounts, as an "Extra Account", to the configured account, that contains "Full Access" rights for the account that is running the discovery. This way, no extra manuals and explaining will be needed.  

Deleted items in owners mailbox: This is automatically done, if the account has been added the way described above. For previous versions of Outlook I will put those instructions in another article, at a later time on this site.

Have fun, working with Outlook 2010 !

Ben OostdamBen Oostdam has been working with Windows systems since 1993. Worked for several companies as a system administrator, and is currently a Senior Support Engineer for a large company in the Netherlands, specialized in System Center Solutions.

Disclaimer: The information contained in this website/article is for general information purposes only. The information is provided as is, by Ben Oostdam and others, and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk. In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website. Through this website you are sometimes able to link to other websites which are not under my control. I have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them. Every effort is made to keep the website up and running smoothly. However, I take no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control. All entries in these articles, are my individual opinion, or from co-writers, and they don't necessary reflect the opinion of my employer.


Friday the 7th, May 2021. All rights reserved.. // Oostdam WebDesign