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E-Mail tracking when forwarded or replied

Posted on by 29

Hi Community,

so my customer has a support queue and all mails are tracked - so far so good. Sometimes tracked mails are forwarded (or as a reply) to only i.e. the manager for internal communictaion - the tracked queue is not in cc or anything - and still those mails are tracked in dynamics and visible to the support team. This shouldnt happen though! I did find the ORG DB Settings solution with following setting: 

ClientDisableTrackingForReplyForwardEmails

Default Value False
Type Boolean
Description Enables a user not to automatically track replies and forwarded email messages.
Set this to “True” to disable tracking replies and forwarded email messages. 
 NOTE: This setting only applies to Dynamics 365 for Outlook (not Dynamics 365 App for Outlook).
Min Version 5.0.9690.2903
Max Version

When a user receives a reply to an email that has already been tracked, the reply will also be tracked by default. This is great for keeping the chains of emails all within D365. Unfortunately, this may lead to conversations being tracked that shouldn’t and give visibility to sensitive conversations – a manager receiving an email that was a complaint about a particular email that their report sent for example.

Whilst this is mostly a training exercise, it can be quite embarrassing and this setting stops that. It does mean that you could lose out on a part of a conversation and rely on the user to track a response separately.

I just want to make sure i understand this correct - If i enable this setting ALL replies and forwarded will not be tracked OR just those who do not have the original tracked queue in To/CC line?!

I hope this was understandable :)BRSam

  • E-Mail tracking when forwarded or replied
    We have a similar issue with one of our customers, if an email is sent to a contact from CRM , it will have a tracking token, now if the contact forwards this email from their outlook to another CRM user who may be users manger  to complain against the user service, they don’t want this to be tracked, because this email has tracking token it will be tracked and visible to the original sender. 
     
    I am not sure if there is setting that can control this or this is a bug in the application. 
     
    any thoughts will be appricia 

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