Dynamics Community Forum Thread Details

Hello,

Our company has two entities that share the same Dynamics 365 CRM instance. Let's call Entity 1 (Main) and Entity 2 (Other). Our main email is associated with Entity 1 and four of us have Entity 2 emails.

The scenario is as follows:

Entity 1 (Main)

1. For the most part emails are tracked, both incoming and sent (we had to update a special setting with XRMToolBox to track the sent emails\

2. The remainder of our issues with tracking, I believe, are attributed to issues with Contacts and Accounts

3. The Dynamics 365 Add-in will launch and operate with no issues with our main email

4. All mailboxes are tested and approved

Entity 2 (Other)

1. Emails will track intermittently for one of our team members, which only has the Entity 2 email

2. The other 3 members emails do NOT track; neither incoming, nor sent

3. The Dynamics 365 Add-in does NOT work for Entity 2 emails

4. We purchased a license for Dynamics 365 CRM for Entity 2 email for one user to no avail

5. Setting up/Approving mailboxes for Entity 2 emails has no effect

Categories:

Dynamics 365 general

Hello TS-28020153-0,

You're describing a complex situation with email tracking across two entities within the same Dynamics 365 CRM instance. The inconsistent tracking and add-in issues for Entity 2 emails suggest a problem with configuration, permissions, or potentially a limitation related to how Dynamics 365 handles multiple email domains within a single instance. Let's break down the troubleshooting steps:

Understanding the Potential Issues:

Email Domain Configuration:
- Dynamics 365's email tracking and add-in functionality are closely tied to the organization's primary email domain.
- Using different email domains for Entity 2 might be causing conflicts.

User and Mailbox Association:
- The way users and mailboxes are associated with entities and business units is critical.
- Incorrect associations can lead to tracking and add-in issues.

Security Roles and Permissions:
- Insufficient security roles or permissions can prevent email tracking and add-in functionality.

Server-Side Synchronization vs. Add-in:
- It is important to understand the difference between server side synchronization, and the Dynamics 365 outlook add-in. They are related, but different.
- Server side synchronization is what tracks the emails into Dynamics. The add-in, is what allows you to track emails from outlook.

XrmToolBox Settings:
- The settings you modified with XrmToolBox might be affecting the behavior of Entity 2 emails.

Troubleshooting Steps:

Verify User and Mailbox Associations:
- Business Units:
  - Ensure that users with Entity 2 emails are correctly associated with the appropriate Business Unit for Entity 2.
- User Records:
  - Double-check the user records in Dynamics 365 to confirm that the Entity 2 email addresses are correctly entered.
  - Make sure that the primary email address on the user record, matches the email address that is being used in outlook.
- Mailbox Records:
  - Review the mailbox records for the Entity 2 emails.
  - Verify that the "Regarding" field is set correctly.
  - Ensure that the mailboxes are associated with the appropriate users.
  - Confirm that the mailboxes are approved, and tested successfully.

Security Roles and Permissions:
- Email Access:
  - Ensure that users with Entity 2 emails have the necessary security roles to access and use email functionality.
- App for Outlook App:
  - Ensure that the users have the correct security role to use the Dynamics 365 app for outlook..

Server-Side Synchronization Settings:
- Incoming and Outgoing Email:
  - Verify that server-side synchronization is configured correctly for both incoming and outgoing emails.
  - Make sure that the correct email server profile is being used.
- Email Tracking Settings:
  - Review the email tracking settings in Dynamics 365.
  - Check for any filters or rules that might be preventing Entity 2 emails from being tracked.

Dynamics 365 App for Outlook:
- Deployment:
  - Ensure that the Dynamics 365 App for Outlook is properly deployed to the users with Entity 2 emails.
- Compatibility:
  - Verify that the users' Outlook versions and operating systems are compatible with the Dynamics 365 App for Outlook.
- Re-deployment:
  - Try removing, and then re-deploying the Dynamics 365 app for outlook for the users that are experiencing issues.

XrmToolBox Review:
- Settings Impact:
  - Carefully review the settings you modified with XrmToolBox.
  - Determine if any of those settings might be affecting the behavior of Entity 2 emails.
- Test with Default Settings:
  - If possible, try reverting the XrmToolBox settings to their default values to see if that resolves the issue.

Email Domain Considerations:
- Multiple Domains:
  - If Dynamics 365 is not designed to handle multiple distinct email domains within the same instance, this could be the root cause
- Microsoft Support:
  - Contact Microsoft Support to inquire about the best practices for handling multiple email domains within a single Dynamics 365 instance.

Contact and Account Matching:
- Matching Rules:
  - Verify the contact and account matching rules. It is possible that the email addresses from the second entity are not matching to existing contacts or accounts.
- Manual Tracking:
  - Try manually tracking an email from one of the entity 2 email addresses. This will help determine if the issue is with the automatic tracking, or with all tracking.

Key Recommendations:

Start by verifying the user and mailbox associations, as well as the security roles.
Carefully review the server-side synchronization settings and the XrmToolBox modifications.
Contact Microsoft Support for assistance with handling multiple email domains and for advanced troubleshooting.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak