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Dynamics 365 App for Outlook emails not Tracking to custom entity

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Posted on by CamParker

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Hi All,

Via the Dynamics 365 App for Outlook, when I enable tracking on an email, it only tracks to a Contact record and not a record in a custom entity (Candidate) as I would expect.

I can see the custom entity when I go to Set Regarding but I would like the email to be Tracked to the the Candidate record instead of having to manually Set Regarding.

What I Expect to Happen

I select an email
I click on the button and select 'Track without Regarding'
The email is tracked to the respective Candidate and Contact record

What actually happens

I select an email
I click on the button and select 'Track without Regarding'
The email is tracked only to the respective Contact record

Other Information

We have the Dynamics 365 for Outlook Plugin working, which doesn't appear to suffer from the same issue, although it has had the same problem in the past
I have already run through the process of adding the Candidate entity to the Dynamics 365 App for Outlook interface (https://www.crmsoftwareblog.com/2018/12/custom-entities-in-the-dynamics-365-app-for-outlook/)
Here are the settings for the Candidate entity:

Does anyone have any ideas?

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David Yu on at

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Hi Cameron,

If you want to set regarding to the same record, you may use Folder Level Tracking. We may check more information in the following document.

docs.microsoft.com/.../configure-outlook-exchange-folder-level-tracking

If we need auto tracking, we have to set manual regarding for the first time when the email get incoming/outgoing. And we may leverage email tracking token for the related emails.

docs.microsoft.com/.../email-message-filtering-correlation

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CamParker 180 on at

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Hi David,

Thanks for replying with that information.

Just to clarify, this is the scenario that I am currently facing:

What I Expect to Happen

I select an email

I click on the button and select 'Track without Regarding'

The email is tracked to the respective Candidate and Contact record

What actually happens

I select an email

I click on the button and select 'Track without Regarding'

The email is tracked only to the respective Contact record

Are you saying that it's not possible for the 'Track without Regarding' option to track to a custom entity?

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David Yu on at

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Hi Cameron,

If you are using track without regarding function, it won't be set any regarding which is expected. What I suggest is when you use app for outlook, you have to enable SSS for incoming email. You can track with regarding for the first time and leverage email tracking token or smart matching to help on the auto tracking for the same thread of email.

You may check the following document for more information.

docs.microsoft.com/.../email-message-filtering-correlation

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CamParker 180 on at

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Hi David,

Thanks for continuing to help me with this.

Is the only way to 'track' an email to a custom entity, to use Set Regarding?

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CamParker 180 on at

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When we were using the Dynamics 365 for Outlook Plugin, we could use 'Tracking' and it would attach the email to all records with matching email address (in the To, Cc and Bcc fields of the email) without the need to use Set Regarding....

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CamParker 180 on at

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UPDATE: Based on some further testing, I've observed the following:

Emails do appear to be attached to the candidate (custom entity) records based on the following:

emails will only be attached to Candidate records which have a corresponding Contact record with a matching email address

I think there is some relationship to having the Contacts synced in Outlook but I'm not sure if this is coincidental

We have a background process which creates a contact record for every candidate which may have something to do with this

only email addresses in the To, Cc and Bcc fields of the emails are used for matching with D365 record matching

Only contact records seem to show up in the Dynamics 365 App for Outlook panel; the candidate records which are linked are not displayed

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