RE: Duplicate Detection for "Set Regarding" E-Mails
Hi Erhan,
The problem is with the manual association, the "Set Regarding" option in the Dynamics app for Outlook. It seems that, using that, one e-mail can be associated multiple times with a record or case by different recipients.
In the new UI, these e-mails "stack" on top of one another and clutter up the timeline. In the old interface, tagged e-mails in a thread will be collapsed into one entry with the subject line of the entire thread-- one can then click on that entry and it will expand out to show all the associated e-mails in that thread.
My issue, which I haven't articulated very well, is that we don't want the timeline to be filled with e-mails that have already been associated by another recipient of the same e-mail.
It seems to me that the e-mails that appear in the timeline, which have been associated manually through the Dynamics app in Outlook, have their own records that are contained in an "Email" entity. I'm wondering if there are ways to access that entity and detect duplicate emails, or a way at the very least to ensure that either:
A) The timeline in the new UI doesn't display all the e-mails from one thread separately from one another (i.e that it has the same collapsible form as the old interface)
or
B) Users can see, in Outlook, whether or not a DIFFERENT person has tracked or associate that email to or with a case/record.
I hope this helps to clarify! Thank you so much.
