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Here's what happens:
- an employee sends an e-mail to a single person using Outlook
- the employee uses either the "track" or "set regarding" buttons to track their e-mail
- later, the employee notices that the e-mail record that has been created in CRM now has a number of unrelated companies in the CC field
- the companies in the CC field do not get any e-mails even though they appear in the CC field
- the e-mails visually remain the same in Outlook - the CC field is strangely populated only in CRM
I'm wondering what might be causing this issue and how to resolve it. I have not come across any other similar issues in my Google searches.
Thanks in advance for your help! :)
Are these records sharing the same email address?
Not at all. They're all random companies without e-mail addresses themselves. (The e-mail addresses are stored on the Contact entity.)
Can you show a screenshot of the email?
Try to enable the audit log and see how those companies are added to cc?
I'd rather not show a screenshot just because they're actual company names and to blur them out would defeat the purpose of the screenshot in this case. :P
I enabled audit log and I will update you as the issue continues and I'm able to trace the changes.
I wrote a query last week to show all the records that were connected in this way in CRM. There were about 10,000, all within the last 18 months. I deleted most of the records (in essence, un-associating them with unrelated e-mails).
There was no occurrence of the issue until yesterday.
Now I have an e-mail that has 10,887 companies in the To field (not the CC like before).
I checked the audit log and it shows that the companies were all added the moment the e-mail record was created. We still have no idea how this is happening.
I talked to the sender of the e-mail. She sent it from Outlook, clicking "Track" and then "Set Regarding" and linking the e-mail with an opportunity record.
The problem is resolved!!
It turns out all the companies had one specific person associated with them as a sales rep sort of role. The email address was pulled into a company field to make that sales rep's data more accessible, and CRM tracking thus associated all the companies with that email address whenever an e-mail was sent to that person. I reformatted that field as text, and we no longer have the CC issue. Thanks for all your help!
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