Dynamics Community Forum Thread Details

Associate an email address with a row - Only System User

Hey everyone,

Been having some back and forth with Microsoft on this issue we are having, and while I am not 100% convinced that they are identifying the problem, I figured I would investigate it myself as well.

To summarize, we send out automated emails from CRM to our Leads once they are assigned to a Rep to gauge interest. If the Lead responds to the Email, it is automatically tracked to CRM and appears on the Lead Card. The problem we are having is that these responses from the Lead do not show up as an Email Activity for the Sales Rep. Instead, the Email Activity gets assigned to SYSTEM with a status of Failed.

After talking with Microsoft, they are convinced it is because there are more than 100 records (For every single System User that we have) that reference the email address of the Sales Rep, and therefore it cannot resolve ownership. They directed me to this article. Associate an email address with a row - Power Platform | Microsoft Learn

I have a few complaints on this logic:

1. The Email Response is showing up in the Lead Card on the Timeline, so Dynamics clearly knows where it's supposed to be going. The data tag of the automatic email is {Owner(Lead)}, so one would think the system would be able to figure out that the Email Activity should be assigned to whoever owns the Lead.

2. The article says that it will only default to SYSTEM if over 100 instances of an email is found associated with various records. Well I did some manual digging, and after half a dozen Sales Reps, no one got even close to that number.

The article did give one nugget of information that I may be able to use however, I am just unsure of the feasibility. The article states that when an Email comes into CRM, it will always check the SystemUser entity first. So my question is; is there a way that I can force CRM to ONLY check the SystemUser Entity?

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