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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Emails being tracked t...
Microsoft Dynamics CRM (Archived)

Emails being tracked to wrong contact

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Posted on by sbrandt 660

Here's an odd one!  In the past week we have had a few users try to track an email and the email tracked to a completely random different contact.  Now, I would say user error, but it has happened amongst three different users, one of whom is a CRM super- user so I know it wasn't his error.  The only commonality I can see between the person receiving the email and the person the email is regarding is that the sender has recently had contact with both people.  The issue has happened all these instances:

1) User just clicked "Track" and the system selected the wrong contact

2) User clicked "Set Regarding" and selected the correct contact and the system overrode the selection and set the regarding to the wrong contact

Anyone have an idea what might be causing this?  Could it be a cache issue?

Stumped...

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I have the same question (0)
  • AaronRic Profile Picture
    AaronRic 10,035 on at

    I normally see this when the contact it tracked to and the contact it should track to have the same email address. I would verify that is not the case

  • sbrandt Profile Picture
    sbrandt 660 on at

    That was the first thing I checked and unfortunately they have different emails.  That would have been nice though, would have been an easy fix!  Any other thoughts?

  • Community Member Profile Picture
    Community Member on at

    Could be caching, but I would also check to make sure that no one has been messing with directly changing the Dynamics CRM SQL Server databases.

    Does the User go OFFLINE?

    Has the user successfully gone offline and back online?

    If OFFLINE Features are turned on is it possible that the local offline database has been corrupted?

    How much disk space is on the local users computer? If none then perhaps that contributed to their issues with their offline database.

  • Dale Peet Profile Picture
    Dale Peet 5 on at

    I'm having the same issue, however for us its happening when an email is automatically added to the support queue via the Email Router.

    It is becoming more common as well, 2-3 times a week.  It always seems to happen when the person sending the email is a member of staff (ie a system user within the CRM) and the CRM will grab a different User to show the email as being from.  And they definitely don't have the same email address.

    Did anyone ever find a cause/solution to this?

  • Community Member Profile Picture
    Community Member on at

    [removed]

  • Mick Devine Profile Picture
    Mick Devine 10 on at

    For those of you still wondering on this, I've worked it out. It's caused by duplicate tracking tokens. The default configuration is 3 digits for the user (that's fine) and then a 4 digit incrementing number. So once you've sent 10,000 emails you start repeating tracking tokens.

    The solution is to either turn off tracking tokens or to increase the number of digits

    Hope this helps someone

    Mick

  • Troy Adams Profile Picture
    Troy Adams 65 on at

    I have a similar issue however in my case the email has no tracking token and when I track it in CRM the Sender is being set as me rather than the actual sender.

  • AaronRic Profile Picture
    AaronRic 10,035 on at

    Thanks for the update Mick

  • sjjones Profile Picture
    sjjones on at

    I have similar issue with a 2011 on premise installation.

    Users send emails via Outlook and when tracking in CRM, the email shows the "Owner" in the From field" instead of the actual sender. ( as In user sends from team mail box instead of themselves)

    I did find a post that mentioned it could be down to"recycled" tracking tokens.

    This installation is set to 3 on the users 4 on the message. I think there are around 100 or so active users but reaching 250 odd in the database.

  • Community Member Profile Picture
    Community Member on at

    Hi sbrandt,

    May I know the fix for that kind of scenario ??

    Thanks,

    Indika.

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