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System Generated contacts from tracking in Outlook

  • 1.  System Generated contacts from tracking in Outlook

    TOP CONTRIBUTOR
    Posted Jun 11, 2019 01:14 PM
    Is anyone having an issue with system generated records from tracking emails with people who don't exist in CRM? For example: I noticed a bunch of 'System' in 'Created By' when I run my contacts report. I pulled a few up and it looks like CRM is auto generating records for the people included in emails that do not exist in CRM but are perhaps cc on an email going out. Every time I run my report now I see all these System under Created By and its hard to tell if this is from an auto generated issue or because some of my users are still trying to bypass using CRM and tracking emails from Outlook to people who are not entered in CRM but they want to track the emails.
    I seem to have both issues although, it looks to be more so the first above as far as recent activity.

    Is there a way to fix this? My users are not going to see if everyone on an email chain are entered in CRM before sending emails out. But I don't want this to keep happening because it looks like users are just not entering properly when they have no idea this is happening (some anyway) and it is messing up my reports!

    thanks,

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    Heather L
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  • 2.  RE: System Generated contacts from tracking in Outlook

    Posted Jun 12, 2019 04:47 AM
    Hi Heather,
    I think the same thing is happening in our system. I was investigating a whole bunch of "created by system" contacts yesterday and I'm pretty sure they have been auto created after being cc'd in tracked emails. I don't have a fix for this yet and it would be really useful if anyone has any suggestions, as it's causing some confusion among my users.

    Best,


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    Jessica Kuznia
    Nexus Ltd
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  • 3.  RE: System Generated contacts from tracking in Outlook

    Posted Jun 12, 2019 08:01 AM
    Heather,
    I have seen the same thing occurring. Do you use Queues by chance in Dynamics?  Our Microsoft fast track representative told us that if users are using Queues to receive and respond to messages (and I think this is the same for any email correspondence through Dynamics in general) the system will create a contact for those in the email.  Email message​s from within Dynamics forces you to have an associated record with all participants that you are including in the email.  Hence, it creates these for you.  Our Rep at Microsoft is looking into alternative solutions, such as creating custom TO and CC, BCC fields that won't use this out of the box functionality.

    thanks!

    ------------------------------
    Evanne Griesedieck
    Enterprise Holdings, Inc.
    Weldon Springs MO
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  • 4.  RE: System Generated contacts from tracking in Outlook

    TOP CONTRIBUTOR
    Posted Jun 12, 2019 09:39 AM
    I'm glad its not just our company then!
    I originally ran into this issue when I noticed some of my users tracking emails from Outlook without checking or adding a contact to CRM first. The system auto generates a record for those names not already in CRM. So, yes it is doing the same thing for anyone on an email chain that isn't in CRM and it is driving me nuts! Especially, because I cannot tell if it is truly the system doing this without user being aware or the user purposely doing it because they don't want to create a record before sending an email. Sadly, this has happened a few times by users. But now it's impossible to tell what situation it is.

    I wish CRM wouldn't generate records for those who do not exist. Can't something be flagged or a warning that the email didnt get tracked to xyz names due to not being created in CRM?

    If anyone has any creative ideas or a work around on this I am happy to listen!!

    ------------------------------
    Heather L
    ------------------------------



  • 5.  RE: System Generated contacts from tracking in Outlook

    Posted Jun 12, 2019 09:50 AM
    Hi Heather,

    There is a checkbox called 'Create' that needs to be unchecked in the 'Email' tab in the personal settings of each user (Screenshot 1). If this 'Create' checkbox is marked 'Yes', and an email is tracked, the system will create a contact for every email address not already in CRM. (CRM system defaults to 'Yes' when new user is added)

    As this is in the users personal options in CRM, we use the 'User Setting Utility' plugin in XRM Toolbox (Screenshot 2). This will allow you to update all the users personal settings at one time. I recommend you do this every time a new user is added to CRM, as the tool allows you select individual users.

    Screenshot 1
    Email - Create check box

    Screenshot 2

    User Settings

    ------------------------------
    Aidan O'Kane
    Independence Blue Cross
    Philadelphia PA
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  • 6.  RE: System Generated contacts from tracking in Outlook

    TOP CONTRIBUTOR
    Posted Jun 12, 2019 10:13 AM
    Thank you for this info! I did check with the one user and her box was already unchecked. However, I believe she was copied on an email where that other person was auto generated in CRM. So if they have the box unchecked already but it is still generating records then what?Or do I need to find the originator of the email and see if that box is also unchecked?

    ------------------------------
    Heather L
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  • 7.  RE: System Generated contacts from tracking in Outlook

    Posted Jun 12, 2019 10:29 AM
    Edited by Aidan O'Kane Jun 12, 2019 10:37 AM
    You want to check the settings of the user who tracked the email from the Outlook App. If their 'Create' box is unchecked, then the creating of records is being caused by a different issue.

    Still recommended setting all Users to 'Unchecked'.

    Thanks

    ------------------------------
    Aidan O'Kane
    Independence Blue Cross
    Philadelphia PA
    ------------------------------



  • 8.  RE: System Generated contacts from tracking in Outlook

    SILVER CONTRIBUTOR
    Posted Jun 12, 2019 06:52 PM
    I was told by my rep that we needed to turn on contextual tracking. That seems to have slowed down the tide of created contacts.

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    Nicholas Anderson
    Information Technology
    Wagstaff Inc.
    Spokane WA
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  • 9.  RE: System Generated contacts from tracking in Outlook

    TOP CONTRIBUTOR
    Posted Jun 13, 2019 02:36 AM
    Hi Heather,

    I had a similar issue with lots of Contacts being created. All the other remedies did not work.
    After a few weeks of back and forward with MS, I finally resolved it with the below.
    *********

    "After reviewing the telemetry, it appears that only a single contact was created at 8:45 AM today (7:45 UTC adjusted for Ireland). This contact appears to have been created by Relationship Insights due to the "Add Stakeholder" setting as outlined in the following bug:

    https://dynamicscrm.visualstudio.com/OneCRM/_workitems/edit/1333797 

    Please uncheck the "Stakeholder recommendations" and "Do this automatically" settings to disable the process."


    *******

    You will not be able to view this because of permission but that's fine. You can make the changes as "Please uncheck the "Stakeholder recommendations" and "Do this automatically" settings to disable the process"

    What is written in the bug is

    The issue is being caused by AddStakeHolderCard() in ServerSyncPlugin.cs. The issue only occurs if Relationship Insights has been enabled with the "Stake holder Recommendation" and "Do this automatically" checkboxes selected. 

    In AddStakeHolderCard(), we attempt to retrieve the activity party members of the current email. However, since we do not filter on the current ActivityId, this ends up returning the initial ActivityParty that was created from the first email when the recipient was unresolved. Since this activityparty does not have a partyId associated with it, we proceed with creating the contact.  

    Suggested fix:

    Modify the QueryExpression to filter on the current ActivityId:

    queryActivityParty.Criteria.AddCondition("activityid", ConditionOperator.Equal, EmailId); 

    *************




    ------------------------------
    Donal McCarthy
    Digital Marketing Administrator
    BrightWork
    Galway
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