Hello,
Can anyone confirm if the tracking rules set under a users Personal Options are adhered to by Server Side Sync? As we are seeing all emails being tracked despite every users being set to Email messages in response to CRM email. The setup is Dynamics on Prem and exchange online and connected via the hybrid connector. I understand we can add folder level tracking, but this is an additional and unneeded step if the tracking rules should still be adhered.
Thanks
Hi Tyson,
Thanks for the response. No queues or generic mailboxes are in use, just mailboxes for each user. Each user does also have a contact record (due to a separate internal process) however as everyone's rules are set to In Response to CRM emails I would have thought that theses wouldn't automatically be tracked.
Smart Matching is not enabled, nor folder level tracking or tokens. I will try searching the async logs as you mentioned.
So yes Server Side Sync does focus on the Personal Options of the user within Dynamics. Is there perhaps some sort of queue email address that is on the "to" line that could be promoting all emails into the system? Or if you navigate to settings > administration > system settings > email tab > is smart matching enabled by chance?
Since you are Dynamics on-prem here is what you can do. Open up the email in one of the recipients outlook by double clicking the email > then click file > properties > and copy out all of the internet headers of the email address. This will have the "message id" of the email.
Then if you have platform tracing enabled on the Dynamics CRM server you can search through the async logs for the message id and it will tell you which mailbox promoted the email into the system and the correlation method used.
Hope this helps.
Thanks,
Tyson
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