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D365 creating two email records after two activities setting disabled

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Posted on by cjanow3

I have turned off the setting 'track emails sent between dynamics 365 users as two activities' for my environment when an email is tracked from Outlook (using Dynamics 365 App for Outlook) to Dynamics. However, upon sending an email (from one Dynamics user to another), the sending user tracks regarding to a record and the receiving user cannot see that the email is being tracked in Outlook. So, the receiving user also tracks the email to Dynamics. Now there are two identical records in Dynamics, one with status reason Sent and the other Received. The personalization setting for both users is set to Email messages in response to Dynamics 365 email.

Why is this still happening after I turned off setting?

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Karim Rios on at

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Hey,

This is expected the setting under System Settings Email tab - Power Platform | Microsoft Docs is only for automatic tracking Use email message filtering and correlation to specify which emails are tracked - Power Platform | Microsoft Docs

That setting is to avoid to have 2 email when creating email activities from Dynamics 365, when the user tracks the email received with the app for outlook is telling the system to manually create that activity and we don't apply that validation

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cjanow3 2 on at

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Hi Karim,

I am having trouble understanding what you mean when you say 'avoid to have 2 email when creating email activities from Dynamics 365'. Do you mean that users are creating new activity within Dynamics 365 in browser and then sending from browser?

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Karim Rios on at

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Yeah usually its when email activity is created and send through the web interface

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cjanow3 2 on at

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When I create and send an email activity from web interface, it still does not show as tracked for the sending or receiving user within Outlook. I have to manually track the email from Dynamics 365 App for Outlook for Outlook to show the blue tracking ribbon.

Anyway, the main question I am hoping to answer is this: is there any configuration that I can set up in my environment so that one (and only one) email activity is created per email in Outlook? I want both the receiving and sending users to have full visibility (within Outlook) if the email has been tracked to a record in Dynamics.

Thank you for your input so far.

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dasler 10 on at

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Hi cjanow3,

Did you find any solution for this issue? I am under the same problem, do not find any info or propossed solution.

Thanks in advance.

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cjanow3 2 on at

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Hi dasler - I determined that the functionality was working as intended. It does not appear that one 'global' activity is created, but one per user tracking.

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dasler 10 on at

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Ok, thanks a lot.

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