Regarding Status not Visible to Other Users in Outlook

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Posted on by TrevorN

Scenario:

User1 sends an email in Outlook to a User2, and sets it Regarding a Dynamics Contact using the Add-in for Dynamics 365.

User1's email shows as Regarding that Contact in their Outlook Category, but it does not show as Regarding that Contact for User2 in their Outlook Category or when they pull up the D365 Add-in.

If User2 sets the email to Regard that Contact, we get a double entry in Dynamics.

This is only an issue for the initial email, as replies show as Regarding for both Users, regardless of who replies.

Has anyone else encountered this? Any solutions?

Thanks,

Trevor

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Verified answer

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Hi TrevorN,

From document, I found following description for email tracking:

Manage email tracking settings - Power Platform | Microsoft Docs

Tracking between people

Track emails sent between Dynamics 365 users as two activities

Default: On. Select this option to create two email activities between Dynamics 365 users, one for the sender and one for the recipient.

So you need go to Settings > Administration > System Settings > Email tab.

Unchecking the 'Track emails sent between Dynamics 365 users as two activities' option.(By default, it is checked)

Test:

At the beginning, there are two same emails are tracked to the crm when sender and recipent both set regarding field tracking in the outlook.

After unchecking the option, there is only one email has been tracked to crm though sender and recipent both set regarding field tracking in the outlook.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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TrevorN 15 on at

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Thanks, that answered the question. If I turn on the option you mentioned, it tracks to both users in the way our org would prefer.

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cjanow3 2 on at

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I also adjusted the setting but no change has occurred. Any trouble you ran into or insight you can provide?

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