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1,722Hi,
we use Dynamics 365 8.2. on premise with Outlook client and Emailrouter. In some cases (this issue comes up several times a year but not regularly) a user tries to track an email and gets the message that this record is already tracked and that a duplicate key cannot be inserted. Searching for this record in Dynamics results in nothing. So my colleague forwarded the email to me and I worked on this issue.
I tried to track this forwarded email - with the same result. Meanwhile the behaviour changed: there is no error message any longer, but the email cannot be found in Dynamics. The regarding is set to an invoice, this invoice regarding is displayed in the Dynamics pane in Outlook. If I open the invoice directly from Outlook, the email is simply not there. Co-related records displayed in Outlook are a contact and a user, but the email record is nowhere. Extended search doesn't show a result.
There's another difference with these mails. Normally, if I untrack a tracked mail there's the question if the related record in Dynamics should be deleted too or not. When untracking one of these mails that are tracked but cannot be found in Dynamics there's another message: 'would you like to disable tracking for this element in Dynamics 365'?
This is a very random behaviour and I coundn't find out a pattern yet.
Clearing the local database cache of the Outlook client didn't lead to success.
Any idea?
Thx
Kathrin
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