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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM server-side 'T...
Microsoft Dynamics CRM (Archived)

CRM server-side 'To' field replication

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Posted on by Iain_C_54 112

In our CRM 2013 deployment when tracking emails sent  and recieved to one recipient when it hits CRM the TO field get added to it the contat details from the following the transactional elements Account, Contact, Stake holder and email recipient

So it looks like the email has been sent to 4 recipients, The same happens when a email inbound it tracked. we are using server side sync.

I don't understand why this replication of the 'TO' field is occurring?

Anyone got any ideas?

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  • Verified answer
    Community Member Profile Picture
    Community Member on at

    Hi Iain,

    I'm experiencing this issue too, and I can (unfortunately) confirm that there isn't an ideal out of the box solution for this. The reason you're seeing the To: field duplicate is because multiple records in your CRM system that can be entered in the To: field have the same email address on the record. This also happens for the CC: field. Another side effect of this is that when you have a 1:N relationship where the '1' element is on the email record, the system ends up looking at all four of the records with the same email address and picks the one with the earliest Created On date.

    To avoid this in the future, we're going to be using a third party data tool to alert us to these types of records in the system, so that either logic or a person can manually edit the records to ensure that there is only one record with the email address, making it unique. The reason this is difficult out of the box is because the email address could be stored across several different entities, and yes with de-dupe you can compare two entities, you can't compare them all at the same time.

    I hope that helps explain why you're seeing the issue, and I'm keen to hear anyone else's solutions to this issue.

    Thanks,

    Aaron

  • Iain_C_54 Profile Picture
    Iain_C_54 112 on at

    Hi Aaron,

    Thanks your your input on the issue. In one way I am glad it is not just myself trying to overcome the issue.

    You have confirmed my suspicions about it being something to do with the fact the email address is repeated through the CRM records.

    The little nugget about the 1:N relationships is good to know also!

    At present I unfortunately don't think the fix you are implementing on your system would work our client due to the email begin repeated in the records, but its food for thought!

    Thanks,

    Iain

  • Community Member Profile Picture
    Community Member on at

    Entirely understandable, we had a difficult time thinking of the right solution. 

    Would you be able to effectively de-dupe and create a master record with that email address (assume the Contact), associating all other record types with this one master record using Connections? 

    Alternatively, you could use a 1:N to do the same thing, and turn on Cascading so that all activities are viewable from various entities depending on what part of the relationship you're looking at.

    Hopefully that helps spark some other ideas off anyway :)

    Thanks,

    Aaron

  • Community Member Profile Picture
    Community Member on at

    Hello lain,

    You may refer the following link for some information.

    stackoverflow.com/.../auto-populate-fields-in-email-form-in-dynamics-crm-2011

    community.dynamics.com/.../110378

    Please mark my answer as verified if you found it useful.

    Regards,

    Bhartendu Pandey

    Microsoft Dynamics CRM Support Engineer

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