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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM 2011 same emails r...
Microsoft Dynamics CRM (Archived)

CRM 2011 same emails recieved twice by users

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Posted on by Ahmed Zaveri 910

I have multiple workflows running in my CRM 2011 which sends email to my users which contains entities such as cases, orders, and opportunities.

All the workflows are working fine sending emails to the users depending on the conditions applied. Now the problem is whenever an email is generated through a workflow the email router sends email to the specified users, but the same email is recieved twice by the users. Coming back to CRM i can see only one record in CRM for that particular email, also the workflow is also executed one time only, yet still two emails are generated for the same event.

I am unable to identify where this issue is coming from, whether is the crm or the email router or exchange server. Please urgent help is needed.

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  • Suggested answer
    Gus Gonzalez Profile Picture
    Gus Gonzalez 27,113 on at

    Ahmed,

    First thing is to modify the user sending the email from Email Router to Outlook and see what happens when the workflow sends the email via Outlook instead of Email Router.

    If the email is received twice then you can count the Email Router out.

    If the email is received only once then you can count Exchange and CRM out.

    Is there any difference between the two emails?

    In Outlook, go to each tracked email and click on "Open in CRM" so the email record is opened in CRM. Once the email is opened in CRM click on 'F11' on your keyboard to display the URL for that email. Copy the URL and paste it on Notepad. Do the same with the other email they have received.

    Compare the two URLs and determine if they are exactly the same.

    Let me know what you find and I'll help you get this issue taken care of.

    Good Luck!

  • Ahmed Zaveri Profile Picture
    Ahmed Zaveri 910 on at

    Thanks for your prompt reply.

    First Up, the user which sends email is not  a normal user with an outlook profile, instead this user account is configured to send email automatically upon events generated through workflows. If i change the setting to outlook from email router the emails sending will stop, so i cant do that also.

    Secondly, both the email are same having no difference between them. As for your suggestion about opening the email record in crm, as i see the email in the user's outlook client the email is not tracked automatically in crm. But i can search the email in my crm and see that there is only one record created in crm.

    This issue is getting serious by the day, urgent help is required.

  • AlexO85 Profile Picture
    AlexO85 185 on at

    Hi Ahmed,

    Did you find a solution to your problem? I am currently having the same issue. Thanks.

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