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We use Microsoft Dynamics CRM 2016, without the email client.
We have multiple help desks working with queues.
The issue is with the to-address of an e-mail.
Most of the mails we sent are to an account in CRM and the email address of that account is used.
In a few exceptional situations we sent an email to someone not in our database.
Then we enter the email address manually.
Now in our database we have a record with email address firstname.lastname@example.org. So with dots in the part before '@'.
The user enters an address on the mail: email@example.com (so with underlines in the part before '@').
What happens then is that CRM resolves the user entered address to firstname.lastname@example.org.
So the underscores '_' in the manual entered address are ignored and an email address with dots is selected.
This can result in sending privacy sensitive information to the wrong email address.
This is actually one of the limitations when using the SQL's full text search functionality.
The option than enables or disabled this is "Enable full-text search for Quick Find" in the system settings. If you want to disabled it, be aware that it can take up to 24h for it to be disabled.
The limitation comes from the fact that the full text search (FTS)functionality is used when trying to match the email address entered in the To: field with an existing record in CRM. By default, SQL will skip certain characters like "." or "_" and will find a match only for xxx yyy zzzzz gmail com.
The only thing you can do in CRM is to disable full text search, which will use the SQL LIKE operator when searching in the database.
I believe it will work correctly if you enter the email address between double quotes, like "email@example.com". in this case the FTS will try to match the entire string and not individual words.
Hope this helps.
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