email tracking in outlook create an activity in multiple accounts

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Posted on by Pega

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Hi,

One of our user tracked her email in outlook as an activity for Account A but iit also created an activity for Account B.

From what I found out. The email that was tracked for Account A and the email address in the From field is also a contact in Account B. so I'm thinking that is the reason. Is there a setting to change this behavior so the activity is only tracked by the account the user selected and not by related records

I looked at the following settings but could not find anything.

In Outlook --> CRM -->Options-->Set Personal Options --> email tab

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ThomasN 3,190 on at

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Hi GP, thanks for reaching out.

To clarify you found another contact with a matching emailing address but parent account was different?

The tracking is always going to create a record for every match off email address. It is the only way to uniquely identify email activity.

If the user sets Regarding Account A, that is the point of control they have for directly relating an email with a specific record. They should "set regarding" first rather then click "track" then set regarding. Track is going to search for every match but set regarding is going to update the regarding field on the email and place that in the activity list.

I am not 100% sure this will avoid it showing on Account B, but worth a try.

Let me know how this works or if I misunderstood.

Have a great day!

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Abed Haniyah 4,287 on at

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Please revere to : blog.marksgroup.net/.../mscrm-2011-set-regarding-versus-track.html

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Pega 365 on at

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Hi Tom. Thanks for your reply. The user used "Set Regarding" so a record got created for the account chosen but it appears another record got created on a different account. I noticed that on the second account there is a contact attached which has the same email address as the email that was used to be tracked in the original account. So I'm assuming the second record got created because of that email address but I cannot replicate it. When I do it myself only one record gets created with the account I chose in Set Regarding.

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PS 23,577 on at

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if the contact is Primary in Account B, this will work as you said. If the contact is not Primary this should not happen

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ThomasN 3,190 on at

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Hi GP, thanks for the detail. Glad Prashant confirmed we are not crazy this should be working as expected.

Next place is to have the user login and go to their Options and Email tracking settings. They may have checked something for creating or tracking every email. Take a look at your own and make a comparison.

Let us know how far this gets you.

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