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6Hi team, here is the case study/example of the issue :
- Peter sends email, with Mary, Mark, Anne and Jo - (internal users), and John and Timm – (both are external users) CC’d on the email. Peter starts tracking email in outlook via Dynamics 365 with regarding to the account he wants this email to be linked to and shown in OMNI, and he sees the email is marked as tracked.
1st reply – Reply to all – same subject – email sent by Anne
Email is not marked as tracked in outlook for Mary, Mark, Anne and Jo, it is only seen by Peter.
For John and Timm it’s expected that they DO NOT see tracked as they are external users
2nd reply – Reply to all – same subject – email reply sent by Timm
Email is not marked as tracked in outlook for Mary, Mark, Anne and Jo, it is only seen by Peter. It is expected for every internal recipient to see that email reply from external user is marked as tracked.
Kindly advise the measures to be taken to rectify this issue
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