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Activities (E-Mails) are associated with the wrong records on the timeline

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Posted on by yvka123

Hey all,

I have a rather odd sceanario and cannot seem to find a solution for this:

A colleague raised a ticket after he has created a new lead, because there were right away e-mail acitivities of other colleagues tracked on the timeline. They have nothing to do with this lead and even the record in the /Regardin/ field is a completely different one.

Can anyone help me with this issue? What happened? And how can I fix this?

Thanks a lot in advance

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Leah Ju Microsoft Employee on at

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Hi Partner,

Apart from the 'Regarding' field, are the other fields 'To' 'Cc' 'Bcc' on the email checked?

For example:

Can you share all the screenshots to provide more details?

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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yvka123 17 on at

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Hi Leah,

thank you for your answer.

One of the emails actually contains the lead in the "To" field, you were right. I am guessing that might have been a user mistake. Another one although doesn't. The regarding field is a different one than the lead and it is still showing on its timeline.

I tried clearing the regarding field of the mail and it is still showing in the lead. The only connection I see, is that the creator of the lead is on the recievers list of the mail. But this shouldn't have anything to do with it?

I can't really share screenshots without showing internal data, so that won't help.

Thanks and kind regards

Yvonne

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Leah Ju Microsoft Employee on at

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Hi Partner,

Another one although doesn't. The regarding field is a different one than the lead and it is still showing on its timeline.

--Tring to change/remove it's regarding value, then check it in the lead timeline again.

--Tring to clone the email to create one new to heck if new emails still appear in the lead timeline

I can't really share screenshots without showing internal data, so that won't help.

There's only so much we can do to help right now, so i suggest you create a support ticket for professional assistance following the below procedure.
Get Help + Support - Dynamics | Microsoft Docs

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yvka123 17 on at

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Hi Leah,

thanks for your reply.

I think I found the cause: for whatever reason the User filled his own email adress in the field for the leads email adress. I guess Dynamics then tracked all the emails in this lead where the same email address was found.

I deleted the lead and created a new one with the fields filled in correctly and now it seems fine.

Even though I don't believe that it was the reason for my issue here but still interesting is the following article: Emails Incorrectly Associated with Records in Microsoft Dynamics CRM | - NJ, PA, DE, MD | Beringer Technology Group
Just to be sure, I extended the tokens as well.

Thanks and all the best

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