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Email message switching from Contact to Account

  • 1.  Email message switching from Contact to Account

    Posted Jun 03, 2021 02:33 PM
      |   view attached
    In the last week, we are seeing that when an employee sends an email to one of our support email addresses, the email message that gets created in CE is replacing in the FROM field that user's Contact value with the most recently created Account that that person own's.

    So if an employee sends in a support email and they don't own any Accounts, then the From stays as their Contact and the case is created and set in the email message's Regarding field, but if the employee owns any accounts, the From is replace with the most recent account they own, which then cause the case creation to fail.

    Has anyone seen this before?

    I've attached an example of an email message that is working correctly and then one where the Contact has been switched to an Account.

    Thanks for your time.

    Clayce

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    Clayce Rodamer
    VP, Internal Applications
    WideOrbit
    Coppell TX
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  • 2.  RE: Email message switching from Contact to Account

    Posted Jun 21, 2021 04:02 PM
    Hi Clayce,

    I sent this issue to one of my CE Architects, and she replied with the following:

    "I have not been able to reproduce this in any demo environment I have. Here is my analysis without being able to look into their system: 

    Below are the things I would check: 

    1. I have seen very strange and random things happen if the users are in the system also as contacts with the same email address that matches their user accounts. If that is the case, I would recommend removing all contacts that are also users. 
    1. I would ensure the system is up-to-date on updates, check to see if Wave 1 has been installed. 
    1. I would ensure auditing is turned on for that field, which may give a better clue to why this is occurring. 

    I would recommend engaging with a Partner or MSFT to resolve. In the meantime, a real time workflow can be built on create of the email to replace the "from" with the user who initiated the email. Obviously, a short-term solution but may be feasible until this is resolved. "

    Hope this helps,

    Sarah Weber
    Centric Consulting
    Sarah.Weber@CentricConsulting.com



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    Sarah Weber
    Centric Consulting
    Cincinnati OH
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  • 3.  RE: Email message switching from Contact to Account

    Posted Jun 21, 2021 04:40 PM
    Hi Sarah,

    Thanks for the response.
    We discovered the issue. Turns out we had created an email field on our Account entity, and created a workflow to populate the Account Owner's email to that field.
    This would have been then the email of our employees... So when a new email message was created, it was finding their email in that new account field, and instead up putting the "user" record in the "from" field, it was putting the Account where it also found the user's email address.

    We changed that new field to be a text field and it fixed the problem.

    Thanks again for the help.

    Clayce

    ------------------------------
    Clayce Rodamer
    VP, Internal Applications
    WideOrbit
    Coppell TX
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