System Settings and Personal Options controlling Automatic Email tracking are described in several docs, most recently Aaron explained it in Part 3 of his blog series on Dynamics 365 App for Outlook. While individual settings are descriptive, commonly asked questions are on which combination of settings to use for achieving desired automatic email tracking. Here I am covering how a specific requirement would map to a combination of System and personal options settings for Emails.

Desired automatic Email Tracking behavior

Settings Combination

Comments & Recommendations

No automatic email tracking from user Inbox into Dynamics 365, but manual tracking is required

User Personal option:

  • Email messages in response to Dynamics 365 email

System Settings

  • Use correlation to track email conversations:
    • Unchecked
  • Use tracking token:
    • Unchecked
  • Use smart matching:
    • Unchecked

With this setting combination users can manually track emails via App for Outlook.

 

Other options to turn off automatic message tracking for a user is to set Incoming Email Synchronization Method to None on the Mailbox form. This method also disables manual tracking from the App for Outlook.

Automatically track all emails from user Inbox into Dynamics 365

User Personal option:

  • All Email Messages

System Settings (correlation method of choice, compatible with Email system)

  • Use correlation to track email conversations
  • Use tracking token
  • Use smart matching

Note correlation is not for determining if email will be tracked

All Emails Personal option is intended to track all emails, system doesn’t rely on correlation for tracking decision.

 

However, recommendation is to use suitable correlation method to relate RE/FW with existing emails in Dynamics 365.

Typically, this combination is suitable for queue mailboxes, like info@contoso.com.

Automatically track emails from user Inbox into Dynamics 365 only when sender is Contact, Account or Lead

User Personal option:

  • Email messages from Dynamics 365 Lead, Contact and Accounts

System Settings (correlation method of choice, compatible with Email system)

  • Use correlation to track email conversations
  • Use tracking token
  • Use smart matching

Correlation method is not mandatory as system uses sender email address to decide auto tracking.

 

However, recommendation is to use suitable correlation method to relate RE/FW with existing emails in Dynamics 365.

Automatically track emails from user Inbox into D365 only when sender is email enabled record.

User Personal option:

  • Email messages form D365 records that are email enabled

System Settings (correlation method of choice, compatible with Email system)

  • Use correlation to track email conversations
  • Use tracking token
  • Use smart matching

Correlation method is not mandatory as system uses sender email address to decide auto tracking.

 

However, recommendation is to use suitable correlation method to relate RE/FW with existing emails in Dynamics 365.

Automatically track emails from user Inbox into Dynamics 365 only when it’s a response or forward of an email existing in Dynamics 365.

User Personal option:

  • Email messages in response to Dynamics 365 email

System Settings (correlation method of choice, compatible with Email system)

  • Use correlation to track email conversations
  • Use tracking token
  • Use smart matching

When all correlation methods are checked system evaluates Incoming email in this order:

  1. Exchange conversation index, in-reply-to properties in header
  2. Tracking token
  3. Smart matching

Tracking Token is most accurate out of all correlation options.

Automatically track email into Dynamics 365 from specified folder(s) in user mailbox but none from Inbox

User Personal option:

System Settings

  • Use correlation to track email conversations:
    • Unchecked
  • Use tracking token:
    • Unchecked
  • Use smart matching:
    • Unchecked

With this setting combination manual tracking from App for Outlook to Dynamics 365 is also available.

 

 

Misc. configuration for automating tracking:

 

How to enable tracking token and/or smart matching without correlation?

Tracking token provides 100% tracking accuracy compared to other two methods (ref, section “Configure folder-level tracking and email correlation”). However, the System Settings dialog allows enabling smart matching and/or tracking token only after enabling correlation. This results into inevitable usage of email header properties (Exchange conversation index and in-reply-to properties). There could be business needs to use only tracking token. For such requirements, a new OrgDBOrgSetting can be used to alter this default behavior.

IgnoreConversationIndexAndInReplyToForCorrelation setting is available in version 9.02.1719 or later(ref). If using OrgDBOrgSettings Solution, updating the solution might be required to use this setting. When set to True, the System ignores the conversation index and in-reply-to for automatic email tracking, effectively using tracking token and/or smart matching.

How to restrict users automatically tracking All Emails?

HideTrackAllOption OrgDBOrgSettings is available in version 9.0.2.1719 or later. When set to true, it removes the “All email messages” option from Personal options drop down menu. This can be useful in scenarios when organizations needs to avoid unintentional selection “All emails” option by users. However, administrators can still choose this setting for selective users via SDK or User Settings Utility.

How to prevent tracking of specific response or forward email from a tracked conversation?

RestrictIRMEmailItems OrgDBOrgSettings is available in version 8.2.2.0840 or later. When set to TRUE, the result is that SSS will not synchronize ALL emails those are marked as IRM emails. This can be useful to avoid tracking of emails with sensitive information. In addition to configuring RestrictIRMEmailItems value, user education and action is necessary to make effective use of this setting.

Refer Office 365 Message Encryption and Set up new Office 365 Message Encryption capabilities. When configured, users can use the Permission button to send encrypted or rights protected messages. SSS ignores a Rights protected message when RestrictIRMEmailItems is set to true.

When we click the Dynamics 365 App for Outlook button focused on a protected message, the following message is shown to users so manual tracking is also restricted.

Thanks to Srihari Srinivasa and Maya Dumesh for inputs.

Hope this helps!

Bhavesh Shastri