Outlook email automatically tracking to wrong CRM record

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We have our Outlook email automatically tracking in CRM. We have had a number of instances where tracked emails have been appearing in the activities list of the wrong record, even though the email address tracked is for a contact on a different account, or lead, etc.

Has anyone else experienced this? Is there a solution?

Thank you.

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Alextheauthor 5 on at

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Hello There,

I actually experienced this and I can't afford for that as I own an online store which promotions are sent via email to Customer's and I need to see tracking info for sales purposes. After being frustrated with Outlook's tracking failures I turned to ContactMonkey & have been very happy with the service they provide.

The recipient of your email doesn't need to acknowledge the read receipt. The tracking just happens in the background.

It can be used with Outlook for Windows and Google Chrome for Gmail.

You can check out ContactMonkey by visiting their site https://contactmonkey.com/

Hope that helps!

Alex Singh

MooBanana.com

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Jon Amsden 10 on at

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I have experienced this when the tracking token wasn't long enough.

A portion on the tracking token is sequential and rolls over. If the old thread isn't dead before a new thread starts using the exact same token and you aren't using smart matching, then this can happen.

I increased the tracking token by a single digit place and it fixed the problem.

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Vile Andreas Rantala 1,257 on at

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Hi, sometime ago i face a similar issue in my organization. An specific user send emails and every mail he sends with wf or outlook was tracking to an specific account. What i do?, i check the teams of my organization and change them all the proprietary to 1 full CRM administrator and stop to tracking, oops and i check the user activities too, if he has some activities open relationated to that account and close them.

I hope this helps.

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Nina P. 2,195 on at

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Hi Sarah,

thank you for using Microsoft Dynamics Community. I'd like to ask you the below questions which will help us better understand the issue and provide you further suggestions.

- What is the CRM version you are using (CRM Onpremise UR/ CRM Online)?

- What are the settings you have used for the automatically tracking of the email. It'd be helpful if you could attach screenshots of them.

- Have you set up automatically tracking for a single user account / CRM outlook or for multiple ones? If the second is the case, does the problem affect all the configured accounts or a particular one?

- Have you indentified if the problem occurs for particular records (e.g. Account, Leads)

- Can you please provide us screenshots from the problem to get best understanding about it.

Thank you in advance.

Nina Peneva

Support Engineer

Microsoft Dynamics CRM

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Community Member on at

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Hi Sarah,

We are actually experiencing this issue currently with our CRM for Outlook 2015 edition. I have identified this issue happening to about 4 users including myself. All have different security roles in CRM Online. Two users have automatic tracking of all emails, other two do not. I have attached a screenshot of my personal settings in Outlook ( many users) have this same setup.

Here is a screenshot of an email attached to the wrong account in CRM. The email was to a user but included in the To line was multiple other properties not originally emailed or tracked on the email.

Originally, I thought it was because of the parent account association, but under further review the parent companies are different.

Any ideas?

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Vile Andreas Rantala 1,257 on at

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Hi, sometime ago i face a similar issue in my organization. An specific user send emails and every mail he sends with wf or outlook was tracking to an specific account. What i do?, i check the teams of my organization and change them all the proprietary to 1 full CRM administrator and stop to tracking, oops and i check the user activities too, if he has some activities open relationated to that account and close them.

I hope this helps.

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Community Member on at

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Sarah:

How did you help the client resolve this issue? We are still experiencing this issue with emails being tracked to the wrong accounts. I did, however, extend the tracking token to the longest digit for the newly accounts being tracked but it doesn't help with the accounts already tracked.

How do I reestablish the connections to update the tracking tokens? How do I remove the synchronization and reestablish the synchronization in Outlook to recreate the links?

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Joe Woltering 12,163 on at

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We are also seeing this issue when an email is sent to a CRM user who also has the same email address in an Account record. The email gets displayed in the Activity Feed of the Account which has nothing to do with the email in question. This is also potentially dangerous as it could present sensitive information to the wrong set of users.

Needs to be fixed.

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Viktorparada 120 on at

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Hi Sarah and Hi to all the others who have had this issue. Currently I'm having this issue in my organization, for some users that are tracking the emails through the Outlook client the tracking info shows that the email is related to a single record but is linked to many others either by the To or CC or BCC attribute. This is wrongly happening as the email was only sent to a single mailbox. I'm working with MS Dynamics 365 v8.2 On Premise, any hints on how to prevent this to continue happening and are there any solution to correct all the wrong tracked emails?

Thank you so much in advance for all your help

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