Prevent emails' automatic association with undesired entities (CRM 2016)

(0) Share

Report

Posted on by scn095

I've read Dynamics 365 App for Outlook Part 3-Settings that affect tracking and correlation and various other discussions here and on third-party blogs and websites.

How do I make the CRM Outlook add-in only associate email messages to just the Entity chosen for Set Regarding within the add-in?
If it's the "Related record" aspect of the tracked message, how do I disable CRM's creating Related Record associations?

Set Regarding is the only thing we use the add-in for.
Our CRM installation is not associated with any other organization's.

Scenario:

Separate government agency employee "Sarah" sends my agency a email about a Case about Contact "Steve".
Our CRM user "Set Regarding"s the message to that specific Case.
The "Microsoft Dynamics 365" area is added to the message with the desired "Regarding:" record, but also her Contact as a Related Record.

The result is that the Closed Activities for the Complaint against Steve includes messages that Sarah has sent to us other Cases that have nothing to do with Steve.

How do I stop this from happening?

Thank you.

In case it helps, our Email Configuration Settings are set thus:

Configure email processing
Process Email Using: Microsoft Dynamics 365 Email Router

Configure default synchronization method
Server Profile: [none]
Incoming Email: Microsoft Dynamics 365 for Outlook
Outgoing Email: Server-Sde Synchonization or Email Router
Appointments, Contacts, and Tasks: Microsoft Dynamics 365 for Outlook

Email processing for unapproved user and queues
[both options un-checked]

Configure folder-level tracking and email correlation
[ ] Use folder level tracking...
[√] Use correlation...
[ ] Use tracking token
[ ] Use smart matching

Set tracking options for emails between Microsoft Dynamics 365 users
[√] Track emails....

Set email form options
Use secure frames... [ ] Yes [ X ] No
Allow messages with unresolved... [ X ] Yes [ ] No
Set To, cc, bcc... [ ] Yes [ X ] No

I have the same question (0)

All responses (5)

Answers (0)

SS-01100907-0 on at

Like (0)

Report

Hi,

Based on your requirement it appears that you want to track the emails manually from outlook addin and want to associate the emails to a specific contact or case only.

If that's the requirement please do not sue the below two options

Configure folder-level tracking and email correlation
[ ] Use folder level tracking...
[√] Use correlation...
[ ] Use tracking token
[ ] Use smart matching

Set tracking options for emails between Microsoft Dynamics 365 users
[√] Track emails....

These options will automatically track all the subsequent emails. And if sarah is sending emails using the same thread then by the use of correlation it will always track them into existing records of Steve.

If this does not answer your question, please open a case with Microsoft support and we will take a detailed look into your use case.

Was this reply helpful? Yes No
scn095 5 on at

Like (0)

Report

Thank you- we want to stop just the (tangential?) relationships that CRM is automatically making.

The "Related records:".

We like the ongoing association of the email conversation being tracked automatically.

Won't un-checking those options you show stop that?

Was this reply helpful? Yes No
SS-01100907-0 on at

Like (0)

Report

Hi,

Emails will automatically get tracked till you have any of the below option set (except the last one). You set it from personal settings.

Was this reply helpful? Yes No
scn095 5 on at

Like (0)

Report

Thank you.

I'll give this a try at my earliest opportunity, and update this thread accordingly.

Was this reply helpful? Yes No
scn095 5 on at

Like (0)

Report

Unfortunately we didn't experience any behavior change after setting the options as suggested, so we are contacting a MS partner.

Thank you for trying to help, though.

Was this reply helpful? Yes No