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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Email Tracking Tokens
Microsoft Dynamics CRM (Archived)

Email Tracking Tokens

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Posted on by HenryLamborn1 120

Hi,

I have a scenario I am struggling with.

Can anyone advise whether they think there is an out of the box solution for it?

I have some workflows/dialogs on the case entity which generate an email out to a contact held on the case form. These occur automatically on case creation, update and resolution.

Each time an email is sent out, the subject line is appended with a new tracking token. We want tracking tokens left on in the system, but ideally all communications being generated in regards to specific case should have the same token.

I have tried writing the tracking token from the first email that is generated into a string field on the case record, and from there writing it into the trackingtoken field on any emails created by workflow from the record, however this seems to have no effect as it gets overwritten.

Can anyone advise whether they think this is possible / have a solution?

We are using CRM 2016 8.2.1.176 IFD On premise

Thanks, 

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  • Suggested answer
    Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at

    Hi Henry,

    As you noticed, this is by design - each email thread has its own tracking token.

    The tracking token gets generated once you hit send.

    What you could try ( i don't know if it will work or not) is to trigger a plug-in on Send or BackgroundSend (see msdn.microsoft.com/.../gg328576.aspx) and see if its possible to manipulate there the tracking token.

    However if this will allow you to change the tracking token, probably it will cause issues elsewhere, as the tracking token is incremental - not sure how this will impact the tracking token value stored in the Organization table. It needs some testing to see what the outcome looks like :)

    If you want to be on a safer side, you can create your own field on the case form - that would simulate an unique identifier for the case record and append that to the sent email.

    Hope this helps

    Radu

  • HenryLamborn1 Profile Picture
    HenryLamborn1 120 on at

    Hi Radu,

    Thanks for your reply.

    I have a query in regards to the above if you happen to know the answer!

    You say that each email thread has its own tracking token, this seems to be true, but are you aware of a way in which I would be able to reply through a workflow? It seems when an email is replied to through the client that the same tracking token as the originating email is used - this is the functionality I'm after - essentially updating an email thread via a dialog.

    Thanks,

    Henry

  • Verified answer
    Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at

    Hi Henry,

    I don't know if that's possible. You can create an e-mail via a workflow, however this creates a new instance and doesn't copy across the previous content from the thread

    Maybe if you keep the same subject line from a previous email on the case and see how the application behaves, after you send it via the workflow (if it keeps the tracking token or not) - I never tested that, so I would be interested in seeing how it would behave.

    In this case however, you would need to include the subject of the email in the case entity record - so that it cane be used for further processing.

    Maybe developing some custom code might help you solve it quicker than using the good old workflows :)

    Hope this helps...

    Radu

  • HenryLamborn1 Profile Picture
    HenryLamborn1 120 on at

    Thanks Radu, unfortunately I'm not a developer - just use configuration!

    Some feedback after playing about a bit:

    >I've tried storing a tracking token value on the case record, and then appending this into the created email. If I push the value into the 'trackingtoken' field on the email entity then it gets overwritten by a newly generated value when the email is sent. If I append it to the subject line, a new tracking token gets appended after the value written in by the workflow.

    I think custom code will be needed if the users maintain this requirement!

    Thanks for your helps.

    Henry

  • Muhammad Asimuddin Profile Picture
    Muhammad Asimuddin on at

    Hi Henry,

    Did you get the solution for this? I am also struggling with the same although I am a developer but I am afraid that if the email token gets overwritten after the email is sent I can't do anything with the code as well.

  • Verified answer
    HenryLamborn1 Profile Picture
    HenryLamborn1 120 on at

    Afraid I didn't and we just went with separately generated tokens. However, there hasn't been negative customer feedback in regards to it.

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