Tracked to Dynamics 365 (Undeliverable)

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Posted on by Tina Silver

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We have just recently started having issues in Outlook where emails are being categorized as "Tracked to Dynamics 365 (undeliverable)". We use Tokens and smart matching and have from the beginning of our implementation. In outlook, I have an email string with 14 emails, 8 tracked to Dynamics and 6 did not. Same subject on all of them.

We have not made any changes to our environment except for Wave 1 2021 in April, but these undeliverables were happening occasionally before that.

Once an email is marked as Undeliverable, there is no way for us to get it into CRM except to forward it. However, when we forward it we get a brand new Case, we do not get the Case created in the customer's name, and our Case Acknowledgment doesn't go out.

How do we find out why it did not track to Dynamics? Is there a log somewhere that we can look at?

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Venkatesh Nadar on at

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RE: Tracked to Dynamics 365 (Undeliverable)

Hi Tina,

It's an Ongoing issue and should be fixed in upcoming crm releases for more details on exact release date you can reach out to Microsoft support.

However, we have a work around-

set OrgDBOrgSetting : UseFilteringMethodOfSyncingMailboxOnlyForCorrelation to false.