You're encountering a serious issue – email addresses changing automatically in Dynamics 365 can disrupt communication and cause errors. The fact that these are aliases of a central email address is a strong clue. Here's a breakdown of how to troubleshoot and fix this:
1. Identify the Cause:
- Plugins: Custom plugins are the most likely culprit. A plugin could be registered on the Contact entity (or related entities) and inadvertently updating the email address.
- Workflows: Check for any workflows that might be updating Contact records, especially those that trigger on changes to related entities or other events.
- Business Rules: While less likely, business rules could be configured to update the email address. Review any active business rules on the Contact entity.
- Integrations: If you have any third-party integrations with Dynamics 365, they could be the source of the changes. Check integration logs for any updates to Contact records.
- Server-Side Synchronization: If you're using server-side synchronization for emails, there's a small chance that a synchronization issue could be causing the email address changes. Review your sync settings.
- Email Router (Older Systems): If you're using the older Email Router (rather than server-side sync), check its configurations for any rules that might be modifying email addresses.
- Data Import/Migration: If you recently imported or migrated data, the import process might have incorrectly updated the email addresses.
2. Troubleshooting Steps:
- Enable Auditing: Enable auditing on the Contact entity, specifically for the email address field. This will track all changes to the email address and show you who or what is making the changes (user, system, plugin, etc.). This is crucial for pinpointing the cause.
- Check Plugin Registrations: Use the Plugin Registration Tool to examine all registered plugins, especially those that run on the Contact entity. Look for plugins that might be triggered on create, update, or other events and potentially modifying the email address. Temporarily disable any suspicious plugins (in a non-production environment first!) to test if they are the cause.
- Review Workflows and Business Rules: Go to Settings -> Customizations -> Customize the System. Review all workflows and business rules on the Contact entity. Look for any logic that might be updating the email address.
- Examine Integration Logs: Check the logs for any third-party integrations to see if there are any updates to Contact records.
- Test with System Administrator: Try to reproduce the issue with a System Administrator account. If the email address doesn't change with the System Administrator, it could be a security role issue.
- Isolate the Issue: Try to determine the exact circumstances under which the email address changes. Does it happen when a specific user updates the record? Does it happen when a related record is changed? This will help you narrow down the source.
3. Addressing the Aliases:
The fact that the emails are aliases of a central email address is a strong clue. It suggests that something is trying to normalize or consolidate email addresses. This could be a plugin, integration, or even a custom workflow. Pay close attention to any logic that might be related to email address management or deduplication.
4. Preventing Automatic Changes:
Once you've identified the cause (likely a plugin), you can take steps to prevent the automatic changes:
- Disable or Modify the Plugin: If it's a plugin, you can disable it (if it's not essential) or modify it to correct the logic.
- Deactivate or Modify the Workflow/Business Rule: If it's a workflow or business rule, you can deactivate it or modify it to remove the incorrect email address update logic.
- Correct Integration Configuration: If it's an integration, you'll need to correct the mapping or logic in the integration configuration.
5. Contact Microsoft Support:
If you've exhausted all troubleshooting options and still can't find the cause, contact Microsoft Support. They have tools and resources to help diagnose complex issues. Provide them with the audit logs showing the email address changes and the steps you've already taken.
