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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Getting same email add...
Microsoft Dynamics CRM (Archived)

Getting same email address populated when sending an email to customer

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Posted on by SaiKrishnaGudluru 108

When we are sending an email to a customer regarding their case, i am able to see same email id populating several times. I think,as the customer has email address in contact, lead and opportunity, TO field is getting populated with the same email id with multiple times.

Eg: If a customer's (Jin) email id is abc@def.com, and he has this email address in Lead, Contact and Opportunity.

When email triggered, TO field looks like this...

TO: Jin;Jin;Jin.

Please help me on this. How can we resolve this issue?

*This post is locked for comments

  • SaiKrishnaGudluru Profile Picture
    SaiKrishnaGudluru 108 on at
    RE: Getting same email address populated when sending an email to customer

    Thank you Duraisamy. Will be helpful if you can provide any link on this... the approach recommended by Microsoft. So, that i can keep it as reference

  • Royal King Profile Picture
    Royal King 27,686 on at
    RE: Getting same email address populated when sending an email to customer

    that's correct and that's the recommended approach from Microsoft.

  • SaiKrishnaGudluru Profile Picture
    SaiKrishnaGudluru 108 on at
    RE: Getting same email address populated when sending an email to customer

    Yeah, I thought of the same. So, maintaining data without same email ids in related records, is the solution for that?  

  • Verified answer
    Royal King Profile Picture
    Royal King 27,686 on at
    RE: Getting same email address populated when sending an email to customer

    This is an expected behavior of a system to show activity in all the related records. In order to avoid this issue avoid using same email address across multiple records.

    For example if you have contact and lead with same email address these 2 records will appear when you send a email to this address in to field.

  • Kumar Viju Profile Picture
    Kumar Viju 1,026 on at
    RE: Getting same email address populated when sending an email to customer

    Can you post the screen of the workflow steps and Email Message Properties to check issue.

  • SaiKrishnaGudluru Profile Picture
    SaiKrishnaGudluru 108 on at
    RE: Getting same email address populated when sending an email to customer

    We have a workflow for that. Investigating on that. Checking in community, if any one had faced this issue earlier, can help me.

  • Suggested answer
    Kumar Viju Profile Picture
    Kumar Viju 1,026 on at
    RE: Getting same email address populated when sending an email to customer

    Hi, 

    How is the Email Message Triggered? Do you send the email Manually or is there any Workflow or Custom Code which is initiated for sending the email.

    You need to investigate the source of email generation and accordingly we can investigate the issue.

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