Hi
@Scott Florance yes, we do have that set up. Even on initial tracking of a message, it sometimes shows the wrong person. I tracked an email that I received and it showed the sender as the owner. This was the first and only email in this conversation, so i feel it should have shown me as the owner. It is just confusing to usres who know they have not tracked an email, to see email messages show up in their activity list.
If i dont have that selection made, the conversations wont automatically track, correct? Thank you for your reply!
Laura
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Laura Mortick
Marketing Information Systems Manager
Terracon
Olathe KS
Kansas City CRMUG Chapter Leader
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Original Message:
Sent: May 07, 2020 08:57 AM
From: Scott Florance
Subject: Automatically tracking unrelated email with the same subject
Hi Laura,
If you go to System Settings > Email > Set Tracking Options section, is the checkbox for "Track emails sent between Dynamics 365 Users as two activities" checked? If so this could be why you are seeing an email tracked by someone who didn't track it and showing as the Owner.
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Scott Florance
Business Applications Consultant
KTL Solutions, Inc, Frederick MD
Original Message:
Sent: May 06, 2020 04:14 PM
From: Laura Mortick
Subject: Automatically tracking unrelated email with the same subject
Email tracking is so complicated!
We are set up to track email messages in response to a dynamics 365 email whihc works most of the time. Below are two issues we encounter.
- If another email with the exact same subject is created, it will automatically track to CRM without anyone initiating the tracking. I guess that the system assumes that it is part of the same change since it has the same subject? Anyone know a way so this does not happen?
- When tracking an email from Outlook to CRM, the owner is sometimes listed as the person who tracked the email, sometimes the person that the email is "from" and sometimes another CRM user include in the cc: line of the email. People often contact me and tell me that they didn't track the email, although it shows on their activity list. Any way around this?
Thank you in advance for your help and stay safe!
Laura
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Laura Mortick
Marketing Information Systems Manager
Terracon
Olathe KS
Kansas City CRMUG Chapter Leader
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