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Timeline Displaying All Queue, User and Contact Icons

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Posted on by Barış Kuzu

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Hello,

For one of the queues, an e-mail received display three separate recipients in the timeline but they all are the same address. I'm guessing, one is queue, user and contact?

How can I keep only queue?

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Microsoft Dynamics CRM

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Jimmy Passeti 665 Most Valuable Professional on at

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Hello,

This is how the OOB process work.

Dynamics will automatically try to identify records with the same email address, in your case it found all these records (using the email address) and associated them all.
It will continue to behave this way if there is more than one record with the same email address (even if they are from different tables).

Regards,
Jimmy Passeti | Microsoft MVP
✅ Please mark as Verified if this answered your question!

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Barış Kuzu 227 on at

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Thank you for your response, @Jimmy Passeti | MVP

Is there a workaround to my issue? We only use this address as a queue, I can delete the contact however, how do I handle the user?

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Jimmy Passeti 665 Most Valuable Professional on at

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Hey,

You can manually remove the user from the email, but it doesn't impact them at all... it doesn't harm anything.

It´s just visual.

Regards,
Jimmy Passeti | Microsoft MVP

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Barış Kuzu 227 on at

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@Jimmy Passeti | MVP

I've changed user's primary email address to test@test.com, sent an email to the queue, the user still appears in the timeline.

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Jimmy Passeti 665 Most Valuable Professional on at

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When I said, "You can manually remove the user from the email, but it doesn't impact them at all... it doesn't harm anything.", it means that you can go on the email and remove the user as a recipient.

Regards,
Jimmy Passeti | Microsoft MVP

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Barış Kuzu 227 on at

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@Jimmy Passeti | MVP

Oh I see, however we can't manually update all the e-mails are sent to this queue. I need some kind of automation. I mean is everyone using timeline this way?

Edit: I set up a flow to modify the to recipient to only one address when it's created. However, timeline still displays the user. In the email form, the form is actually using a field named 'to' type of party list and it doesn't come up in table editor .

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Stella Glennon 63 on at

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You're absolutely right in your assumption — when an email is tracked in a queue in Dynamics 365 (or Power Platform), it's common to see multiple entries in the timeline if the same email address is linked to:

Queue (the mailbox itself),

User (who has the same email),

Contact (e.g., a customer record).

This happens because Dynamics is associating the email with all matching records.

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