Automatically tracked mails for CRM users when using Server Side Sync.

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Posted on by Vivian Voss

2 User Group Leader

Hi,

We are upgrading from 2011 to Dynamics 365 (on-premise) and will start using Server-Side Sync. It seems that we have run into a little problem though.

We have set sync. up so that it should automatically track only the emails that come as response to an email already tracked in CRM.
This seems to not be the case for incoming mail for users.

All of a sudden I have users that tell me that they are seeing some private mails being automatically tracked to CRM (not regarding to anything).
Workplace -> Activities -> My Closed Activities.

How can this be? Where can we turn this off?
When, in the settings, I set the Incoming Mail Synchronization Method to none, will i risk that no incoming mail will be tracked? Even the ones that are a response to a mail tracked in CRM?

Very messy, but hopefully someone can answer that for me :)

Thanks in advance!

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Vivian Voss 2 User Group Leader on at

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RE: Automatically tracked mails for CRM users when using Server Side Sync.

Hi,

Thanks for your answer. We have now chosen to tokens as tracking method and removed the second checkmark from personal options. That seems to have helped.
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PekkaSahlsten 827 on at

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RE: Automatically tracked mails for CRM users when using Server Side Sync.

I thought you were using server side sync?

Anyway, the system setting only control the default synchronisation method. Changing the default only affects newly created Mailboxes, not the ones already in existence. The actual sync settings are in the Mailbox records of each user.

Also, the setting for which emails should be synced is in the user personal settings:

So you should check if the users with the problem don't have the "All email messages" option selected.
Vivian Voss 2 User Group Leader on at

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RE: Automatically tracked mails for CRM users when using Server Side Sync.
PekkaSahlsten 827 on at

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RE: Automatically tracked mails for CRM users when using Server Side Sync.

Please can you share your exact email system settings? (screen shots from Settings>Administration>System Settings>Email)
Vivian Voss 2 User Group Leader on at

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RE: Automatically tracked mails for CRM users when using Server Side Sync.

The same happens when changing from Server-Side to Microsoft Dynamics 365 for Outlook. What am i missing? This can't be true that is supposed to work like that?
Community Member Microsoft Employee on at

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RE: Automatically tracked mails for CRM users when using Server Side Sync.

We have noticed problems with email tracking with the "all email messages" selected in dynamics - options - personal setting. Even then not all email is tracked just random emails. Changing the setting to "email messages in response to dynamics 365 email" seems to help but the privacy issues are alarming. Some threads continue to be tracked which don't include the user who has been dropped from the conversation.