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Let user the client send email to group email (Salesteam@xxx.com).
Person A from Sales team tracked the email and convert it to case.
The owner of the case and the email is PersonA.
But noticed, subsequent tracked email visible within Case entity have different owners (Users from SalesTeam email group).
We are using default "Smart Matching" to auto tracked after the 1st tracking in CRM 2011 (on-premises)
Pls advice, why the tracked email owner got changed for subsequent emails.
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In CRM 2011 there are two ways to process email. The Outlook Plugin and/or Email Router. I believe your scenario is created when a subsequent user tracks a followup email for the case using the Outlook plugin. The user who initiates the tracking of the subsequent incoming email is the owner. I believe the group email is not an actual inbox on your email server but rather a "forwarding/group/distribution list" email address. This means everyone gets a copy of the email. Again, when the tracking occurs by a user, the user is the owner of the record in CRM.
One solution, aside from upgrading, is to install the email router, create an actual mailbox for Salesteam. Add plugin/workflow/scripting to assert your business logic on the incoming email.
Or..
Add a workflow to process the newly tracked email reassigning it to the case owner.
I hope I didn't complicate the issue or even oversimplify the possible solutions.
Thanks
S
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