Microsoft Dynamics CRM (Archived)

Internal emails are being tracked in Dynamics 365

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Posted on by Koen VdV

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I have the following issue which I can't seem to solve...

User A sends an email to user B, which is automatically, (= no manual interference by one or the other party), tracked in Dynamics 365
However, this is an internal email and thus should not be tracked into Dynamics
When I check the tracked email, it shows "From" = User A and "To" = User B

I've already checked the following settings and scenario:

Personal settings - email settings:

User A:
- Track email messages = email messages from CRM Leads, Contacts and Accounts
- Create records = NO
User B:
- Track email messages = email messages from CRM Leads, Contacts and Accounts
- Create records = NO

System settings - tab "email":

Configure folder-level tracking and email correlation:
- folder-level tracking = OFF
- Correlation to track email conversations = OFF
Set tracking options for emails between Microsoft Dynamics 365 users
- Track emails sent between Dynamics 365 users as two activities = ON

Scenario's

Scenario A: User A is also a contact and thus, the systems tracks him
- NOT POSSIBLE: User A is not a contact, moreover, I have the same issue with other users who are also no contacts.
Scenario B: this is due to "relationship insights" (proposed by Nelson Johnson in this post)
- NOT POSSIBLE: relationship insights isn't even activated in the system.
Scenario C: User A is being linked to the system by the Dynamics 365 for Outlook app, through the Address Book (suggested by Microsoft docs)
- NOT POSSIBLE: as user A is not in the D365 for Outlook app-address book of user B.
Scenario D: the system magically knows who is user A and user B in the system and thus links the email to both users
- NOT POSSIBLE: the email address for user A in D365 is an "@domain.onmicrosoft.com" address and thus the system shouldn't be able to link them.
- Sidenote: I noticed a new read-only field which is called "user name" (domain name), and seems to be synchronized with O365 and has the "@domain" address.

Final thoughts:

In the Microsoft documentation, it states

"When Dynamics 365 for Customer Engagement apps tracks an email, it associates the email address to a record within Dynamics 365 for Customer Engagement. The contents of the email From field can only be associated with one Dynamics 365 for Customer Engagement apps record. If there are duplicate records within Dynamics 365 for Customer Engagement apps with the same email address, the contents of the email From field will resolve to the first active record in the following order:

SystemUser
Contact
Account
Lead"

So I interpret this "WHEN" as in "WHEN the system tracks" an email. However, the system should simply not track the specific mails I was talking about as it was between users and no contacts were involved. Which leads me to the question "Is internal tracking something that can not be prevented?" TopCat and KittenFace posted in 2014 already a workaround to delete internal emails, but I'm wondering if this is still the case...

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Martin Donnelly 1,030 on at

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I think track "internal" email as two activities == NO means track as one activity. Last time I looked at this feature was v2013 and don't recall there being a resolution. However, what's the problem. As long as these don't end up associated to any account or contact what are they hurting. And if it's about some Case, order etc, seems like appropriate behavior.

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Dualsweat 30 on at

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I have the same questions. The search for more details has yielded little from the forums and from the docs.

Thanks,

M-------

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Dennis Elmer 5 on at

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I need help on this exact issue, please. My boss isn't a user of Dynamics. When he sends an email to a colleague, Dynamics creates a new record of his name and records emails, sometimes private, for viewing by my organization.

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Don Wisch 660 on at

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Hi anyone... has anyone found out how to resolve this? This seems to be a pretty big issue.

Much thanks in advance!

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Geoff Go 5 on at

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Has anyone been able to solve this BIG issue?

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jdalske 547 on at

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We are experiencing the same issue and it's a big deal as these emails are confidential between two people in our company and should not be seen by all users in CRM. Did anyone have a solution? We just updated to v9.1.6 and for the most part he app wasn't working to track email. We couldn't log in. However now everything is tracked with setting it to be tracked.

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Don Wisch 660 on at

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Hi everyone,

I have something to offer on this now. After some playing around over the past few years, I believe the issue revolves around having our employees show up as contacts in CRM. Sorry if this has been mentioned before. Thís seems to be caused from users adding users as contacts via Outlook which then sync over to CRM and then default tracking starts for these contacts. When I removed these employee contacts records in CRM, I don't see any more emails tracked because they are users now, not contacts. Wondering if anyone else can see if this is the same issue on their end and if what I just mentioned works for you?

Much thanks

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jdalske 547 on at

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Thanks Don Wisch I know this happens in our environment too. I don't know if that the case still digging. I was also trying to look at the personal settings of the users. Most are novice users so them going in and changing the default. So far every is set to allow tracking on email messages in response to Dynamics 365 emails. I am a contact but emails to me are not being tracked. They were until I deactivated all processes and reactivated them. It also appears to remove all previously tracked emails.

And it gets stranger...I have one user who seems to get a lot of spam and that is all in CRM. I haven't been able to confirm her settings just yet but will as soon as she is back in the office. UPDATE: The user had All emails set under her personal settings. She change it to none but all 58,000 emails records are still in CRM. I can't bulk delete (250 at a time :/. Deactivated the mailbox all together and waiting to see if that will "unsynchronize" those emails.

We are also running to other issues with the App for Outlook and IFD. It seems to be a needle in a haystack and I really appreciate your feedback.

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Augusta L. 5 on at

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Hi Everybody,

we had internally the same issue and it was very critical. We have 2 separated Business Units (BU):

- Sales

- Legal

Legal BU works with "Case" regarding secrets topics and issues about customers, vendors and even employees. Since we talk about sensible and private information, Legal don't want to share in any case their own information with the other BU.

By us happened following:

- User of BU "Legal" tracked manually an important email (with private content) in CRM, in order to share within his own BU important information about that specific case.

- After that, the same user sent the same email, trough Outlook, to the CEO of the company, so that he could also be informed.

- Since the CEO worked actively with customers and opportunities, he was a CRM User but of the other BU that means "Sales"

- By CEO the tracking option in his personal settings was set on "Email Messages in response to Dyn365 email".

- Due too the active tracking option, once the email came into the incoming Outlook folder of our CEO, the email was automatically tracked as a new activity into Dyn365.

- The new tracked activity was owned by CEO and hence by BU Sales.

- As consequence all Users of BU Sales coul read the private email and its private content.

Since then we decided to deactivate following:

1) Personal settings Tracking Option and we put it on "No Email Messages".

2) System Settings - Email "Track emails sent between Dyn365 users as 2 activities" was set OFF

Since then it has never happened again, therefore I'm quite sure that put the tracking option on "NO Email Message" is the solution for this problem.

To be honest, such important setting cannot be managed as personal settings, it must be controled at administrator level.

Leave such an option to be managed directly from normal users is not a good idea and expose the owhl organisation to a big risk of privacy failure.

I also spoke to microsoft support in England but they confirm that this is standard behavior in Dyn365,

Crazy!!!!!

I hope I could help you a little bit.

Bye

A.L

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