We are using Track email to Dynamics 365 from Outlook. Here is what we are doing.
1) Track the email from Outlook or outlook.com to our dynamics without regard.
2) open the tracked email in Dynamics 365 and convert it to the case.
3) email is obviously also attached to the contact.
4) we expect the email to be attached to the newly created case. Email should be set regarding the newly created case.
5) We should be able to see the email in the timeline on the case form.
6) Sometimes email does not appear in the timeline, and in many of other instances it shows up in the timeline but then disappears
7) User then needs to go back to Outlook and track the email with a set regarding the case by searching the newly created case while retracting the email.
Our expected behavior used to work for us. We are exactly not sure when this is not working. but its been a few days. Also, not all of our users are reporting this issue.
When we did further analysis, on the audit log of the email records, it shows the set regarding the field had value before and was associated with the case but then something is changing the field and setting it to null, and that something is running ( owned by" "SYSTEM" user.
So, basically, it looks like after the email is attached ( set regarding to the case) some process kicks in which is owned by the "SYSTEM" user and removed the association. Keep in mind the issue start date below is just an approximate time. We are not aware of exactly when the issue started. after tracking we are using convert email to Case. We expect the email record to be set regarding the newly created case but somehow the set regarding field gets set to null & email is not associated to case.
I have attached screenshot of the audit history of the email record below.
