Dynamics Community Forum Thread Details

Tracking Settings

Dynamics 365 On-Prem (8.2xxxx).

We are having an issue where email messages are being tracked and related to records based on the subject line, but Smart Matching is turned off. The email is tracked (set regarding) to the 'correct record' A. In Outlook it shows correctly. In CRM it is 'regarding' a different record (B) altogether. All the To/From are different. The only connection to B is that the same subject line was used when tracking an (unrelated) email at some earlier point.

The settings:

Personal Options

-Check incoming Mail ... [Checked]

-Track: "Email messages in response to Dynamics 365 mail" option

System Settings

-Use Folder Level Tracking [Unchecked]

-Use Correlation [Checked]

-Use Tracking Tokens [Checked, 0:3:8]

-Use Smart Matching [Unchecked]

Anyone have any idea what could be happening? Does Tracking Tokens automatically include Smart Matching even though Smart Matching is unchecked?

Hi Thomas,

Could you please explain the issue a little bit more? Based on your description, seems like the same email show up "set regarding to" A in Outlook, but "set regarding to" B in CRM? Is that understanding correct? If that's the case, a tracked email can be modified in CRM. When it originally was tracked and set regarding to A, an record is created in CRM side set regarding to A. However in CRM, if you select that record and click the "..." in the ribbon, you will see "set regarding to" option in the drop down list, which can be used to set regarding to a different entity.

You can also check the email content in CRM and Outlook. If the email content in Outlook and CRM are different, then it may not be the same email. One email might be a reply of the other email. Since "Email messages in response to Dynamics 365 mail" option is turned on, replies to previous Dynamics 365 email will be tracked automatically.

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