Incoming email recipient resolved to custom entity records

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Posted on by nexus-sentinel

I have an incoming email (let's say test@mail.com) as the recipient.

I have a contact with the email test@mail.com
I have a queue with the email test@mail.com
I have 32 records from the custom entity with test@mail.com as the email.

I understand the queue and contact showing up as a recipient. What I don't understand is why the custom entity records is also showing up as a recipient? Now I'm seeing 34 records as a recipient. I still want the custom entity to accept emails, to be regarded to, and show up in timelines. I don't want the custom entity records to show up as a recipient (or sender).

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AdamTravers 25 on at

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I've had a similar issue (if its the same) where Ive added an email column to a table and its tracked all emails against the records associated with that email address. Its like Dynamics will track any emails against any email columns. Ive not go around this myself yet and I did'nt get very far with Microsoft Support.

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nexus-sentinel 21 on at

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I found the cause of issue. The custom entity we have has the setting "Can have a contact email" turned on. This is why the records in the custom entity are being resolved as recipients. I've reached out to Microsoft and they told me to replace the field causing the issue.

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