Customer Engagement & Dynamics CRM Forum

Can someone help explain why the Modified date changes when we open an email and read it in the Activities entity on a Case?  We can't modify the email in any way, so not sure why the data gets updated.  This is causing an issue for us because the email in the Timeline now moves to the top, which is not right because it isn't modified, just viewed.  (I understand how our Timeline is sorted, and this is not the issue)

I've tested this in our Sandbox, and the modified dates are not updating there, only in PROD. 

Any suggestions?

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Tina Silver
Sr BSA, CSM®
SR Smith, LLC
Canby OR
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Curious. I'd switch on auditing (if not already on) and then check the audit logs when this happens - it might give you a clue. There might be a plugin, script or other process that is doing something.

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Feridun Kadir
Principal Consultant, MVP
Expert CRM Services Ltd
Stansted
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Original Message:
Sent: Jun 20, 2022 02:15 PM
From: Tina Silver
Subject: Email (Activity) Modified date changes when we read an email

Can someone help explain why the Modified date changes when we open an email and read it in the Activities entity on a Case?  We can't modify the email in any way, so not sure why the data gets updated.  This is causing an issue for us because the email in the Timeline now moves to the top, which is not right because it isn't modified, just viewed.  (I understand how our Timeline is sorted, and this is not the issue)

I've tested this in our Sandbox, and the modified dates are not updating there, only in PROD. 

Any suggestions?

------------------------------
Tina Silver
Sr BSA, CSM®
SR Smith, LLC
Canby OR
------------------------------