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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Cases emails appearing...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Cases emails appearing under Leads and Opportunities

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Posted on by Tessacq 295

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

I have the same question (0)
  • Suggested answer
    Karim Rios Profile Picture
    Karim Rios Microsoft Employee on at

    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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