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mail tracking token not working correctly with mails generated from workflow

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Posted on by KoJaPD

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Dear,

I have enabled the "use tracking token" option for email conversations; it is working fine for most mails sent from Dynamics. However, it is not working for mails generated through workflows.

For example, the "Send Email Confirmation to Contact" workflow, the token stays always "CRM:0000001" and never increases.

I found this post, but I don't see how I can somehow change the type of user for the workflow so that it uses the tracking token correctly.

Any idea how I can solve this?

Thanks,

Koen

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KoJaPD 116 on at

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RE: mail tracking token not working correctly with mails generated from workflow

Leah Ju thanks for the informatio. Is it then somehow possible to configure that this unusable tracking code is not added to mails coming from processes? Now, end users receive multiple mails with "000001" which might be confusing ....
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Leah Ju Microsoft Employee on at

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RE: mail tracking token not working correctly with mails generated from workflow

Hi KoJaPD,

This is by-design.

When Get Tracking Token is called using SYSTEM user it will always return 00001 token since tracking token is not supported for user SYSTEM.

When trigger and execute Email Send Request in the workflow, the caller is SYSTEM, so tracking token generated a static tracking token "1"

If the user wants to generate a tracking token, they need to call the API from a regular user.

˂RESOLUTION˃

You can try a custom code to change the SendEmailRequest.TrackingToken property as mentioned in the article below:

SendEmailRequest.TrackingToken Property (Microsoft.Crm.Sdk.Messages) | Microsoft Docs