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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Non-CRM related intern...
Microsoft Dynamics CRM (Archived)

Non-CRM related internal emails showing up in CRM

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Posted on by TCraig 20

We have Non-CRM related internal emails showing up in CRM (they are sent to CRM users from an internal, non-CRM user if that matters).  Certainly cluttering but more importantly, info that CRM users should not see.  Where/how can I turn these off???

Terri

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  • Suggested answer
    Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at
    RE: Non-CRM related internal emails showing up in CRM

    Hi TCraig,

    Can you please check if the users have in their personal Options under the Email Tab - Track All Incoming Email messages - this will track all email messages, regardless if they are related to CRM or not.  (check this link for more details community.dynamics.com/.../understanding-the-different-options-for-tracking-e-mails-in-microsoft-dynamics-crm)

    If that's the case, you can change that option to track only CRM related emails

  • TCraig Profile Picture
    TCraig 20 on at
    RE: Non-CRM related internal emails showing up in CRM

    I don't see a checkbox or option related to Track All Incoming Email messages.  

    Here is what mine looks like:

    Select whether other users can send email for you
    Allow other Microsoft Dynamics 365 users to send email on your behalf.
    Important: If you choose this option, other Microsoft Dynamics 365 users will be able to send email messages with or without your knowledge that display you as the sender.
     
    Select the email messages to track in Microsoft Dynamics 365
    Track All email messages Email messages in response to Dynamics 365 email Email messages from Dynamics 365 Leads, Contacts and Accounts Email messages from Dynamics 365 records that are email enabled
    Configure Folder Tracking Rules
    Automatically create records in Microsoft Dynamics 365
    Create
    		Contacts Leads from the sender or organizer of tracked email messages and meetings.
     
    Display Icon
    Microsoft Dynamics 365 icon   Outlook icon

    View your Mailbox

  • TCraig Profile Picture
    TCraig 20 on at
    RE: Non-CRM related internal emails showing up in CRM

    Just to clarify, I need to look on each users Outlook install to see this?  I went to another CRM user's laptop and the Options Box where I found the above on my laptop is grayed out.

  • Suggested answer
    Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at
    RE: Non-CRM related internal emails showing up in CRM

    Hi Terri,

    I think you can change it via the SDK and update the user settings via a C# Console App for example - or XrmToolBox had a similar plug-in that can update user settings. www.xrmtoolbox.com/.../MsCrmTools.UserSettingsUtility - so that you don't have to do it manually for each user.

    The reason why you don't have this options, i think it might be related to the synchronization method you have selected in your CRM Mailbox record for incoming emails, associated with your CRM User account

    To check and confirm that, you can open your System User record in CRM and from there click on the View Mailbox button in the ribbon. In the Mailbox record, you should see the synchronization method for incoming emails (None / Server Side Sync or Mail Router / Outlook Client). Can you please check if this is set to None? If you set it to a different Synchronization method, do you have that option (Track All Incoming Emails) in your personal options?

    Hope this helps

    Radu

  • TCraig Profile Picture
    TCraig 20 on at
    RE: Non-CRM related internal emails showing up in CRM

    Let me check into what you have just shared.  However, just to clarify, the issue is NOT that we want to block tracking of incoming mails - as we do want to track them from customers, etc...  However, we don't want to track the internal emails sent to/from our CRM users.  For example, private emails regarding commissions, pay stubs (secured attachment), etc... should NOT be tracked/viewable by others.  I have been told that the Dynamics Outlook Add-in may be the culprit but I don't know for sure.

  • Suggested answer
    Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at
    RE: Non-CRM related internal emails showing up in CRM

    Hi Craig,

    Thanks for clarifying this aspect. In this case I would suggest following:

    - make sure that the users don't have in their personal options to automatically track all incoming emails (but emails related to CRM activities)

    - internal emails which should not be tracked in CRM, should not be sent from CRM

    - if the users are using the CRM for Outlook Client, train the users not to manually track email that should not be present in CRM.

    Hope this helps,

    Radu

  • Suggested answer
    Eccountable Profile Picture
    Eccountable 10 on at
    RE: Non-CRM related internal emails showing up in CRM

    This is a feature of the Relationship Insights. See this article: carldesouza.com/.../

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