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Cases emails appearing under Leads and Opportunities

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Posted on by Tessacq

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Hi

We have a problem with cases' emails being displayed under the Lead record and/or Opportunity if the contact on the case and the lead are the same. Users do not want this behaviour because it makes it difficult to follow on the conversation related to the lead.

I have had a look at the N:1 relations in

Between Case and Account /Contact. They all have Rolled up view to Cascade None
Between Lead and Contact / Account. They all have Rolled up view to Cascade None

Is there any way to stop emails from Cases being displayed on the Lead and Opportunity?

Thanks

Kind regards

Teresa

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Karim Rios on at

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RE: Cases emails appearing under Leads and Opportunities

Hello Teresa,

This seems to be a problem on how server side sync works with the email address field. The email address field is a special field it has it own table in side the CRM database were we store the email address and all related entities. What happens when server side its that is going to check this incoming email is going to be associated to all records that share the same email address. The sort answer can be found on https://docs.microsoft.com/en-us/power-platform/admin/associate-email-address

The real fix is to not have several records with the same email address.

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