Dynamics Community Forum Thread Details

E-mail recipient not resolving properly when there are multiple matches

Hello,

I have recently run into a problem on Dynamics 365 on-premises (Currently without any updates installed). The issue is as follows:

If a user inputs an e-mail address in the "To"-field in Dynamics 365 and then tabs out of the field to continue, the user will get the "We found more than one match" yellow exclamation mark as intended:

If the user simply clicks directly in the subject or description field, however, no warning is shown and the user is lead to believe that there is no problem that needs to be resolved:

This then leads to one of two scenarios, depending on how long it takes for the user to click Send on the e-mail:

1: The e-mail address suddenly and mysteriously disappears from the "To"-field (If autosave occurs, probably)

2: The user is presented with an error telling him/her that the e-mail needs at least one recipient before it can be sent.

Has anyone experienced this before, and do you have any ideas how I can remedy this? I have tried the following:

- Set the "Set to, cc, bcc fields as unresolved if there are multiple matches on incoming emails" to "Yes" in system settings. This DOES actually work for some reason, but it had some unintended and unfortunate side effects (Such as incoming e-mails not being created at all if the e-mail address of the receiving queue also existed as a contact or account in the system).

- Played around with an onChange JavaScript function to force a resolution on the field when clicking away, but as it turns out, the onChange event doesn't even fire when the field doesn't resolve. So no luck there.

Any help would be appreciated!

Regards,

Rasmus

Quick Links

Leaderboard