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I've a question or trouble with syncing email into crm. Incoming email is synced into CRM with no all recepients in CC. Example:
email in outllook:
To: email@example.com; contact_First@something.sk
CC: contact_Second@something.sk; contact_Third@something.sk; firstname.lastname@example.org
Synchronized email in CRM:
To: Queue1(email: email@example.com); Contact(email firstname.lastname@example.org)
CC: SystemUserA(email: email@example.com); ContactA1(email: firstname.lastname@example.org); ContactA2(email: email@example.com)
email address in TO contact_First@something.sk is MISSING, even it DOES exists as contact with this email in CRM and was created couple days before mail was synced
emails in CC contact_Second@something.sk; contact_Third@something.sk; are MISSING even they DO exists as contact s with emails in CRM and were created couple days before mail was synced
Thank you for help, answer
When an email is received, the email address is searched in the emailsearchbase table to resolve what type of record is linked.
One test that you could do is the following
1) Set in your system settings in email tab in the section Set Email form options
Set To,cc,bcc fields as unresolved values if multiples matches are found to YES
Try to include email address that DOES not exist in CRM
Try to receive email, you need to check if the only email address appears.
2) If you are online you can inquiry the emailsearch entity using this api link, change the org url and change the firstname.lastname@example.org by the email address
My guess is the problem could be in emailsearchbase table.
Let me know your results.
thank you for your reply. Actually, me problematic environment is OnPrem, version 8.1 and currently PROD. I didn't replicate issue on my DEV environment.
Anyway, I have at least DB readonly view to customer database. So I've uses SQL select to check emailsearch table instead your recomended URL.
declare @checkemail varchar(100) = '%Katarina.Petkacova%'; this is on of missing CC recipients, ContactA1(email: email@example.com)
select 'emailsearch', es.EmailSearchId, es.EmailAddress, es.EmailAddress, null, nullfrom emailsearch eswhere (es.EmailAddress like @checkemail)unionselect 'Account', a.AccountId, a.Name, ISNULL(a.emailaddress1, 'null') + ' ' + ISNULL(a.emailaddress2, 'null') + ' ' + ISNULL(a.emailaddress3, 'null'), a.ModifiedOn, a.createdonfrom Account awhere (a.emailaddress1 like @checkemail or a.emailaddress2 like @checkemail or a.emailaddress3 like @checkemail)unionselect 'Contact', c.ContactId, c.FullName, ISNULL(c.emailaddress1, 'null') + ' ' + ISNULL(c.emailaddress2, 'null') + ' ' + ISNULL(c.emailaddress3, 'null'), c.ModifiedOn, c.createdonfrom Contact cwhere (c.emailaddress1 like @checkemail or c.emailaddress2 like @checkemail or c.emailaddress3 like @checkemail)unionselect 'Lead', l.leadId, l.FullName, ISNULL(l.emailaddress1, 'null') + ' ' + ISNULL(l.emailaddress2, 'null') + ' ' + ISNULL(l.emailaddress3, 'null'), l.ModifiedOn, l.createdonfrom Lead lwhere (l.emailaddress1 like @checkemail or l.emailaddress2 like @checkemail or l.emailaddress3 like @checkemail)unionselect 'Queue', q.QueueId, q.Name, q.emailaddress, q.ModifiedOn, q.createdonfrom Queue qwhere (q.emailaddress like @checkemail ) -- 232C5DB6-50D9-E911-80F2-005056A78F71union select 'mailbox', m.mailboxId, m.Name, m.emailaddress, m.ModifiedOn, m.createdonfrom mailbox mwhere (m.emailaddress like @checkemail )union select 'Team', t.TeamId, t.Name, t.emailaddress, t.ModifiedOn, t.createdonfrom Team twhere (t.emailaddress like @checkemail)union select 'BusinessUnit', bu.BusinessUnitId, bu.Name, bu.emailaddress , bu.ModifiedOn, bu.createdonfrom BusinessUnit buwhere (bu.emailaddress like @checkemail)unionselect 'SystemUser', s.SystemUserId, s.FullName, ISNULL(s.internalemailaddress, 'null') + ' ' + ISNULL(s.personalemailaddress, 'null') + ' ' + ISNULL(s.sharepointemailaddress, 'null') + ' ' + ISNULL(s.yammeremailaddress, 'null'), s.ModifiedOn, s.createdonfrom SystemUser swhere (s.internalemailaddress like @checkemail or s.personalemailaddress like @checkemail or s.sharepointemailaddress like @checkemail or s.yammeremailaddress like @checkemail)unionselect 'unresolvedaddress',ua.UnresolvedAddressId, ua.FullName, ua.EmailAddress, null, nullfrom unresolvedaddress uawhere (ua.EmailAddress like @checkemail)
returns 2 rows, 1.. contact, 2.. emailsearch
(No column name) EmailSearchId EmailAddress EmailAddress (No column name) (No column name)emailsearch 34BF5195-868A-E811-80E2-005056A7775C Katarina.Petkacova@immorent.com Katarina.Petkacova@immorent.com NULL NULLContact 2EBF5195-868A-E811-80E2-005056A7775C Katarina.Petkacova@immorent.com Katarina.Petkacova@immorent.com null null 2018-07-18 12:32:10.000 2018-07-18 12:32:10.000
So email address is present in EmallSearch and ONLY 1 record in ContactEntity.. Does CRM care about lower, upper case in email address? Or do you have any other idea?
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