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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM 2016 sp 2 (8.2): E...
Microsoft Dynamics CRM (Archived)

CRM 2016 sp 2 (8.2): Email & Tracking - tracking token TRK-00000000000001 keeps being re-used

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Posted on by ShannonCRM 500

Some background.

We were on 8.1 until last week.  After using the system for a year, we added many more users, so I expanded the user tracking from 3-4 digits and the remainder from 6 to 9 digits.  I mention this because I am not sure if it is related. I should note we are also using the Email Router, but some users are using the Outlook Plug-in.  I doubt any of them have updated to the 8.2 version of the plug-in but I'm not sure if that's an issue.  They are likely on the 8.1 version.

Smart-Matching was NOT turned on.  We had correlation and the tracking number instead.  We had no issues though.

After updating to 8.2 last Friday, emails are being attached to the wrong case, or not to any case.  Also I have observed the tracking number "TRK-00000000000001" to be used on completely different cases and emails, which may be part of the reason why emails are attaching to the wrong case. 

I have tried turning on Smart Matching in addition to the token, but I don't know if that will help.  I'm afraid it will hurt.

It would be a BIG problem if emails for one case appeared on the wrong one - security-wise.

Has anyone else seen this?

*This post is locked for comments

  • Haskell Profile Picture
    Haskell on at
    RE: CRM 2016 sp 2 (8.2): Email & Tracking - tracking token TRK-00000000000001 keeps being re-used

    Hi, I had this issue too with a recent 8.2 deployment, in my situation I had a workflow that sent a bounce back email when a new email without a tracking number came in, this workflow was a real-time workflow, switching this to a background workflow fixed the issue.

  • ShannonCRM Profile Picture
    ShannonCRM 500 on at
    RE: CRM 2016 sp 2 (8.2): Email & Tracking - tracking token TRK-00000000000001 keeps being re-used

    Thanks for the information - we were not able to get the fix yet for on-premise, but they did put it into an upcoming release.

  • Community Member Profile Picture
    Community Member on at
    RE: CRM 2016 sp 2 (8.2): Email & Tracking - tracking token TRK-00000000000001 keeps being re-used

    Hi Shannon

    You may consult that to Tenfold. If you need a CTI solution to integrate MS Dynamics with your phone system. It offers integration for more than 150 phone systems and CRM and has features such as click to dial and call pop up on inbound and outbound call. There's a free trial you can sign up to and a free demo as well. Here's a link to their integrations www.tenfold.com/.../dynamics

  • Verified answer
    Vasco Gonçalves Profile Picture
    Vasco Gonçalves 165 on at
    RE: CRM 2016 sp 2 (8.2): Email & Tracking - tracking token TRK-00000000000001 keeps being re-used

    issue that is affecting you seems to be related with a new issue that was recently identified on the store procedure that is generating the tracking token (p_GetNextEmailTrackingNumber) and that is affecting queues.

    Hotfix will be released for this issue and most problably will be included on version - CRM 2016 SP2 UR1 (8.2.1.xxxx)

    In the meantime, you can open a service request with Microsoft Support and they will help you to provide a workaround

  • ShannonCRM Profile Picture
    ShannonCRM 500 on at
    RE: CRM 2016 sp 2 (8.2): Email & Tracking - tracking token TRK-00000000000001 keeps being re-used

    Some additional information.

    1.) the people using MS Outlook have not updated to the 8.2 version of the Dynamics 365 for Outlook.

    2.) I don't know if the Email Router was updated - I will check.

    3.) It looks like some people with 64 bit machines are using Outlook 365 for 32 bit machines.  I doubt this is related but...could it be an issue?

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