Dynamics Community Forum Thread Details

Email To Field was mapped to user contact and queue email address

Hi Everyone,

Before getting into the issue i want to explain the configuration that i did in CRM.

We have a QUEUE with Email address for that user and the QUEUE was enabled, USER having Email address and CONTACT having Email address for the same single USER like the below screenshot.

And please find the screenshot of Email configuration for tracking Emails

Here i have 3 question related to this configuration

Q 1: In the first screenshot on the TO field we are finding 3 names that belongs to QUEUE, USER and CONTACT. Our requirement was not to display all the 3 names on the TO field, only one must have to display either the QUEUE or USER OR CONTACT. How it was possible without by without removing email address from the Email field of USER or CONTACT or QUEUE

Q 2: On the third screenshot we have TRACK option on that we have options

1. All Email messages

2. Email messages in response to Dynamics Emails.

3. Email messages in response to Dynamics 365 leads, contacts and account.

4. Email messages in response to Dynamics 365 record that are Email Enabled.

Should any of this options can able to fix the issue or is there any better resolution for the Question 1 !

Q 3: On the Second screenshot we have CREATE CONTACT option which was enabled but when ever a new Email was coming to CRM it was not creating any new contact or if the contact gets created where the contact will be saved in CRM or any configuration will be required for creating new contact apart from the Auto Create Update rule by enabling the External unknown sources.

Thanks Everyone in advance.

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