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Not tracking all emails in a thread

  • 1.  Not tracking all emails in a thread

    GOLD CONTRIBUTOR
    Posted 18 days ago
    Hello All,

    I have a user who claims that not all emails are tracked in a thread. No settings have changed. Sometimes the whole thread of one customer is tracked. While other customers must require the track button be clicked for each email.

    How can I trouble-shoot this? Any ideas?

    Thanks

    ------------------------------
    Rod Carlson
    Database Administrator
    Chicago
    ------------------------------
    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: Not tracking all emails in a thread

    SILVER CONTRIBUTOR
    Posted 18 days ago
    Edited by Jonathan Blackham 18 days ago
    Rod,

    I have encountered this "bug" before and I opened a ticket with Microsoft Support about it, but they reported back that it was functioning as intended.  The bug or functionality quirk your user identified occurs when their responses are not being tracked in the thread.  If the user does not reply out of CRM, the CRM does not automatically track the email, but incoming responses can still be tracked back on the thread.  Once the user responds, the auto-tracking in email threads breaks down.  However, if another user is included in the email (and thus the chain of email "receipt" is unbroken in CRM) then the thread tracking in CRM will remain contiguous.

    Hopefully that helps.  Let me know!

    ------------------------------
    Jonathan Blackham
    Sales Operations Specialist
    Valin Corporation
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 3.  RE: Not tracking all emails in a thread

    GOLD CONTRIBUTOR
    Posted 17 days ago
    Thanks.  I will discuss this with the user and see what happens.

    ------------------------------
    Rod Carlson
    Database Administrator
    Chicago
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 4.  RE: Not tracking all emails in a thread

    GOLD CONTRIBUTOR
    Posted 16 days ago
    Rod,
    I had this same report a few days ago and the distinction was that the emails in the thread were, in fact, being tracked-- evidenced by the fact that they showed up in the Timeline for the regarding record(s). However, the Category feature in Outlook which assigns the color coding to indicate that the email has been tracked was not being applied to the subsequent emails in the thread as they were viewed in the Sent folder-- just the initial one.
    You might check to see if this is the same distinction.

    ------------------------------
    Mike Springer
    Dynamics 365 Senior Consultant
    New Dynamic LLC
    Overland Park
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


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