A client of ours is experiencing an issue whereby when they track an email and set regarding to a record, the email is tracked to 2 separate records with seemingly no link to them. Then when Set regarding is displayed in the email footer, it shows whichever record is first alphabetically; i.e. If I have an email for Joe Bloggs and track the email against his record, the email is then assigned to an unrelated record (let's say Hugh Jazz). Because H comes before J it is Hugh's record that is showing in the Regarding section. Even though his record was not selected.
BACKGROUND:
Our client recently attempted a bulk delete in which the wrong records were deleted. Their IT department then performed a database restore to recover the data to CRM. This went back 4 days (as it was done over the weekend and their IT provider only work Monday - Friday). Subsequently there was a duplication of email tokens. My conclusion was that the email tokens match both records and CRM is actually doing it's job.
My question is in 2 parts;
Is it expected behaviour that CRM is picking another record with the same tracking token even though it hasn't explicitly been selected by the user?
AND
What is the quickest resolution to unlink the records and only have one record per email as it should be (preferably not to manually going through each record to remove the email tracking token and create a new one)?
Thanks
David
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