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Users are tracking emails from Outlook into CRM. For most users they are syncing without issue. But there are users from one team that the "from" field does not find their user record. For those users, the when in the Email record in CRM, the user name has an alert and you have to click up the lookup to find the user. It finds the user in the lookup right away and the issue is resolved. The username and email match in CRM and are also the same in Office. I have compared security roles and nothing that looks like it could cause this issue. I've check Outlook permissions, user permissions and activity permissions.
Hi,
It happens when with same Name or email address we have multiple records in CRM not only in User but other entity records which is part of From party field.
Check if you have duplicate records with same name and email address.
Unfortunately, that did not resolve the issue. Also there are users with another security role that seem to have no issue at all. It's just those users on the sales team.
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