Find what is automatically doing "Set Regarding" for emails

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I have a client with an Office 365 CRM environment who have an issue where emails sent from a specific set of people are automatically set to any of the client accounts when they are not set regarding anything. This can be immediate or after a period of time.

This happens on internal emails, so there is a privacy concern of people being able to see emails that they shouldn't.

All custom workflows had already been set to Draft status (these should then be inactive)
I've just enabled auditing on email messages so I can't see previous histories.

I haven't been able to find anything that could be causing this.

Could this be an Outlook plugin issue that is separate from CRM Online?

Can someone give me an idea of where to look?

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Community Member on at

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sgreimer,

Does this mean that random emails are being pulled into CRM application and are getting associated with client accounts?

What is the user's personal option for tracking? In Personal options> emails - all emails, emails in response to CRM etc?

If it is set to all emails, Outlook addin will pull in all emails into CRM. Even if it is set to emails in response to CRM emails or emails from CRM leads/contacts etc there is still a possibility of CRM mistakenly pulling in an email if you are using only smart matching.

Does this still happen if you are using tracking tokens for CRM emails?

-Alen

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Community Member on at

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I am suspecting the Outlook client.

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I have set all the Outlook clients to not automatically track email. The system is set to not use tokens, but what is strange, is that tokens are still being created for some.

Is there a way to determine what is being used to set tracking? There must be a rule somewhere. All the workflows are in draft status so it shouldn't be being set from a workflow.

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Royal King 27,686 on at

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Check whether you have email tracking enabled in the outlook client.If it's enabled disable it to untrack all email sent from the outlook cleint.

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I have done this. What I really would like to see is the rule for the set regarding - can I audit this somehow?

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Royal King 27,686 on at

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enable auditing in the system and choose regarding field to be audited for the email that will provide m who is updating and what time it' happened to resolve the issue.

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Community Member on at

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Does the audit include the system process?

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Royal King 27,686 on at

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Once you enable auditing on email entity it will autdit everything regardless who makes changes in the email

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ChocoTof 35 on at

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Hi,

Did you ever find the solution for this?

TIA,

Christophe.

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From what I remember I ended up contacting Microsoft support directly and they had to restore the O365 environment from a backup. There was some sort of data corruption from an upgrade.

Sorry I don't have anything specific

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