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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Appointment tracking f...
Microsoft Dynamics CRM (Archived)

Appointment tracking from Outlook issue

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Posted on by Pupla 35

Good day,

 I have come across one issue with Appointments tracking from Outlook. We are using Dynamics 365 online and Outlook for Dynamics 365 (older one). Then a user creates Appointment in outlook and tracks it, automatically every time new Contact is created in CRM. And always system users email and name is used in creating Contact. Any one knows why this issue might occurs and how to solve it ?

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  • Suggested answer
    Syed Ibrahim Profile Picture
    Syed Ibrahim 6,257 on at

    Seems there is an issue with the sync. If possible try to reconfigure the outlook for crm if possible.  Alternatively you can set a duplicate detection rule in contacts  to avoid creation of duplicate contacts.

    Hope this helps.If the suggestion resolved your query .Pls mark it as answered/verified to close the thread.

  • Syed Ibrahim Profile Picture
    Syed Ibrahim 6,257 on at

    In addition you can refer the below link which will help to resolve

    support.microsoft.com/.../tracking-an-email-in-outlook-does-not-resolve-to-the-associated-record

  • Pupla Profile Picture
    Pupla 35 on at

    Checked format of field in XML, its "email". so this is not a case. 

  • Verified answer
    Syed Ibrahim Profile Picture
    Syed Ibrahim 6,257 on at

    hi Pupla,

    Can pls check Automatically create records option is unchecked for "Contact" as given below. If not pls deselect and try.

    6521.email-issue.png 

    Hope this helps. Pls mark it as Answered/Verified to close the thread if suggestion resolved your query

  • Pupla Profile Picture
    Pupla 35 on at

    Thank you Syed,

    Your suggested was a part of solution that we used to solve problem. Problem was with system users email, same email was used in Account and in Contact. After changing emails in Account and Contact issue was resolved.

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