Two contacts exist with same the same email address.Regardless of this setting, we will not resolveĮxamples of resolving the sending email address Inactive entity rows but this does NOT include inactive Users: There is a setting that can be changed to resolve to other If the tracking user does NOT own theĭuplicated row, such as Contact, the sender email will resolveĮmail-enabled entities (for example: Queues, custom, etc.)Įmail recipients will not resolve to inactive User rows in the Fromįield. Owner of the duplicated row, such as Contact, Account and SystemUser- (Will be first UNLESS the tracking user is ALSO the Ownership and then to the first active row in the following order on If there are duplicate rows in Dynamics 365 with the same emailĪddress, the contents of the email From field resolves first by It resolves using the method below as described in this article: How customer engagement apps associates email addresses with records When resolving recipient email addresses to rows in Dynamics 365, if there is more than one row in Dynamics 365 with the same email address, which row is it resolved to? You will need to untrack these manually or an administrator can enable theĭoNotCorrelateForwardedEmailsAsReplies to change this behavior. If there are certain replies you do not want to track, If you untrack a reply or forward to a thread on a tracked email thread,Īnd if the initial/master email is still tracked, it will continue to Is best to assume this scenario will also track. However, if this reply or forwardĬomes from Outlook Web Access, this will be expected to track, as Outlook Web Access does not use MAPIĪnd will not remove the property. This is because the In-Reply-To property is removed, byĭesign, when the subject is changed. In this case, if the reply or forward with the changed subject is being generated by the Outlook desktop application, this will not be tracked in Dynamics 365. They don't want the forward or reply emails automatically tracked. User B forwards the thread to another user for internal conversation AND changes the subject. The forward with the App for Outlook and any replies to thisĭoNotCorrelateForwardedEmailsAsReplies to change this behavior.
To have this email untracked, the user would have to manually untrack They do not want the information in this forward automatically tracked. User B forwards this thread to another user for internal conversation. The reply with the App for Outlook including replies to thisīecause the master email is still tracked.ĭoNotCorrelateForwardedEmailsAsReplies to change this behavior. To have this email untracked, the user needs to manually untrack In this case, it will automatically track because it identifies theĬonversationIndex and In-Reply-To values as an email that is part of a They don't want the replies automatically tracked. User B replies to the thread, but removes Contact A as a recipient. User A sends an email to multiple recipients, including contacts and other Dynamics 365 users. Replies and Forwards of an email that is part of a tracked conversation in Dynamics 365 Scenario A This article provides information about frequently asked question about tracking email items using Dynamics 365 App for Outlook.
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