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Hi all
I'm currently working with a client's Dynamics 365 online system and experiencing the following scenario:
What I want to happen is for the email to hit the queue as an Email Activity record with the From populated with a user if it exists. The CRM users can then manually convert to a case and populate the Customer as necessary.
This is because the emails are being sent by the CRM users, and when it creates a Contact record there are a multitude of issues with email tracking due to there being and User and a Contact record with the same email address.
Now I've done some research and tried a few things. including setting AutoCreateContactOnPromote to False using the OrgDb tool. I have also gone through every user, including the 'SYSTEM' user and set their personal settings to NOT create contacts just in case. Yet it still happens.
I have another system (internal) that, from a CRM perspective, is set up in exactly the same way although without automatic case creation at all. If I send an email from my Outlook to this address, the email message is created and says it is From my User record. I do not have a Contact record and one is not created.
Both systems are using server side synchronisation and are set up the same way under Administration > System Settings > Email. At a bit of a loss really... Any ideas would be appreciated.
Hello, did anyone find a solution to this issue ?
I have the same problem: the system is creating contact with the same email as users.
The system is also creating contacts with the same email address associated to the customer service mailbox.
Hello,
Thanks for your blog that helped me in resolving the contact creation issue. But when I uncheck the "Create records for emails from unknow Sender" my automatic record creation rule is not working the case doesn't get created.
Could you please help me how could i resolve this any help will be appreciated.
Okay, so it turns out that it was because 'Create records for emails from unknown senders' was checked on the Automatic Record Creation rules. The system only checks for Account or Contact records, not User records - and so it creates a Contact every time even if the User exists.
Oddly, if you disable this setting and send an email, the Email Message record will have the User populated in the From field - so it does match to the User record to some extent.
I knew that it would be due to the Automatic Record Creation rules in some way as that was the only difference between my two systems. Mystery solved!
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