Dynamics Community Forum Thread Details

Emails sent via CRM with a Regarding value are not marked as "Tracked to Dynamics 365" in Outlook

I'm working on automated emails related to Cases for internal support tickets.

When a Case is created, I have a flow that creates a record in the Emails table, sets the Regarding property on the Email to the Case, and then sends the email.

The owner of the email record is a No Reply user account. That user account is also listed as the From activity party. I'm hardcoded as the email recipient.

When that flow completes...

The email is sent
I can see the email in the Timeline of the Case
I receive the email in my inbox in Outlook

However, the email that I receive is NOT marked as Tracked to Dynamics 365 in Outlook.

When I forward the email to another user, my sent email is not tracked, and it is not added as an email in CRM. BUT, when the user responds to my forwarded email, their response IS Tracked to Dynamics 365 and it is visible in CRM.

All users are configured to track emails in response to Dynamics 365 emails.

If I manually use the Dynamics 365 button in Outlook and track the email regarding the case (via Outlook) then the email is marked as "Tracked to Dynamics 365" and all forwards and responses are tracked as well. I want to avoid this manual step -- all internal traffic relating to the original email should be tracked in CRM regarding the case.

Why is the original email not Tracked to Dynamics 365? What do I have to change to make my replies and forwards of the original email to be automatically tracked? Is there another solution I should pursue?

Here are email screenshots after forwarding the original email and getting a response.

My received emails (original email at the bottom, response to my forward at the top).