Would an email be tracked twice in CRM?

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I don't have the opportunity to test this at the moment so would appreciate if someone could answer me a very basic question. If an email is received by two CRM users, and they both decide to track it in CRM, would the email show up twice in CRM?

Thanks in advance

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Ragnar Hilmarsson 3,427 on at

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No it will only track once. etc if user A tracks first then user B will see that email as tracked in CRM.

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Pradeep Pawar 2,930 on at

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Hi Moira,

I think, although both selects track that email, in CRM email activities it will show up only one email and in receiver it will show both users.

Pradeep p.

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Community Member on at

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Normally, no. There is a setting you can configure (which is off by default) to track messages between two CRM users (user=queue as well, in this context) as two messages.

This would mean you have two email activity records, one as outgoing and one as incoming. This is only really necessary if you have very tight security around activities and users can only see their own, to avoid the situation where I send you an email and track it, but you still can't see the email in CRM. With this setting in CRM we would both see our own copy of it.

Note that this setting creates two copies when one user tracks it, there is no need to track it twice.

If two users are both recipients of an external email eg from a Contact, only a single copy will be created. The setting only affects emails sent by a user to another user (or queue).

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Community Member on at

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Each email has a unique parameter in it's header called "messageID" that is created by the mail server wherefrom the email was created.

When an email is tracked by one CRM user, this parameter is saved into the CRM DB in the activityPointerBase table. If a copy of the same mail is tracked by another user - some one cc'ed or another recipient, it will not cause a duplicate since CRM will watch out for duplicate messageIDs.

Hence it will be tracked only once.

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puet93 110 on at

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Hi, in your example, if You & Me are both Recipients of the same email. You track the email. Then, shouldnt i in Dynamics for Outlook, see it as tracked? Thats not hapening in my enviroment and i have the 3 users with server side sync + All Email Messages in personal settings... Im lost here.

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MattPPi 45 on at

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We are having a problem with this. We have a team of 5 dynamics users. An external contact sends an email and cc's all 5 team members.

4 of the team members track the email to dynamics (not knowing if anyone else has tracked it), and we end up with 4 copies of the same email in the timeline. This is not desirable.

Microsoft is telling us that each email has it's own message ID, and that's why it's being duplicated.

Any ideas on how to configure this to not have the duplicates?

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JordanVista 5 on at

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We're having this issue too, with no resolution yet. Have you found a solution?

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RHOU 65 on at

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We just switched from onPremise Dynamics with the old CRM Outlook Plugin to the new Cloud based version with the new Dynamics App.

We also now have the problem that e-mails are tracked multiple times. Even worse, if you send the e-mail from CRM it will add a tracking token, which will automatically track the e-mail in a receiving inbox. This means that if you forward an e-mail to 2 internal colleagues out of the CRM, this e-mail will be tracked 3 times.

1) sending the forward

2) from the mailbox of the first colleague

3) from the mailbox of the second colleague

Any solutions to this?

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