One item that is often overlooked in many CRM implementations is the proper configuration of the Internet Explorer Security zones for use with Microsoft Dynamics CRM 4.0. The task itself is very simple, and can even be automated with Group Policies. Unfortunately however, it is typically the one item that gets left behind in CRM implementations and is often the cause for some strange effects within Microsoft Dynamics CRM 4.0.
For those that are unfamiliar with the Security Zone feature in Internet Explorer, it allows you to group specific websites together and define how Internet Explorer should handle these websites from a security aspect. This feature becomes very important for Internal IT staffs, as they need the ability to control how much access a public website such as Facebook has, while at the same time ensuring that internal websites like Microsoft Dynamics CRM 4.0 and Sharepoint function properly. To access the Internet Explorer security zones, simply go to Tools -> Internet Options from within IE, and click the “Security” tab.
Each security zone can have its own configuration, and you assign web address to a particular zone by adding it to the sites list (click the sites button). Sites that are not located within the Local Intranet, Trusted Sites, or Restricted Sites zones get assigned to the Internet Zone. Typically IE will auto detect a Local Intranet site and apply it to the proper zone; however there are times when this does not occur as expected. In these scenarios it is extremely important to make sure you have added the Dynamics CRM 4.0 server URL to the Local Intranet zone. The following is an example of the entries that should be added to the this zones sites list: http://yourcrmserver. In addition to this, it is also helpful to add the IP representation of this address, as some items in CRM will manifest themselves with the servers IP address instead of the hostname. This entry would look something like the following: http://192.168.100.1. Please note that if you are using the IFD you should add its URL to the Trusted Sites zone. Don’t forget to enter the https if you are using SSL or utilizing the IFD, as this will have an impact on the website getting assigned to the appropriate zone.In addition to ensuring that the Dynamics CRM 4.0 url is added properly to the Local Intranet zone, it is also important that the Zone have the proper settings defined. To restrictive of settings can cause CRM to not act as expected. An easy way to ensure you have the correct settings is simply clicking the “Default Level” button. If this button is disabled, then you can be assured that you have the default settings. Please note, that you should always check with your IT department before making changes to your Security settings.
As mentioned above, when CRM is not added to the proper Zone, or if the zone has been incorrectly modified, strange issues can occur. Below is an example screenshot of a particular issue that might cause you to scratch your head.
In this image, you can see that the Actions menu is overlapping itself when you mouse over the “Resolve Case” item. Also note in the lower right hand corner that CRM is being loaded into the Internet Zone instead of the Local Intranet zone. To solve this issue, all you have to do is simply add the Dynamics CRM 4.0 server URL to the Local Intranet zone.
The moral of this story is that you never know what could be affected by something as simple as the Security Zones in Internet Explorer. If you find yourself with a strange CRM occurrence and you cannot seem to replicate it on another machine, take a look at your security zones and make sure that they are configured properly for CRM.