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1,267Intercompany sales organization and mail tracking
We have an organization divided into different business units. The business units are individual companies and they trade with each other. So a user (User Sally) can be a user in her own business unit A - and also a Contact in another business unit B - working for an account in business unit B (Contact Sally). Users only have read rights to Contacts from their own BU. So Sally herself can see her own User - but not the Contact Sally in BU B.
When a queue in BU B recieves a mail from User Sally in BU A, a user in BU B handles this queue and tracks the email in the Outlook app and does not set an account or a contact in "Set Regarding". Just plainly tracks the email.
Then the email is tracked - but the FROM field shows the User Sally and not the Contact Sally.
This has the implication that when users in BU B looks at the account and contact - there are no emails tracked.
The requirement is that the mail is tracked on both User Sally in BU A and Contact Sally in BU B.
The goal is that a user in BU B can look at Contact Sally and her account and see all mails coming from this User/Contact.
How can I obtain this goal?
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