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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Multiple Unrelated Com...
Microsoft Dynamics CRM (Archived)

Multiple Unrelated Companies Being CC'ed in Outlook E-mails

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Posted on by Community Member

Hello!

Here's what happens:

- an employee sends an e-mail to a single person using Outlook

- the employee uses either the "track" or "set regarding" buttons to track their e-mail

- later, the employee notices that the e-mail record that has been created in CRM now has a number of unrelated companies in the CC field

More information:

- the companies in the CC field do not get any e-mails even though they appear in the CC field

- the e-mails visually remain the same in Outlook - the CC field is strangely populated only in CRM

I'm wondering what might be causing this issue and how to resolve it. I have not come across any other similar issues in my Google searches.

Thanks in advance for your help! :)

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  • Verified answer
    Community Member Profile Picture
    Community Member on at
    RE: Multiple Unrelated Companies Being CC'ed in Outlook E-mails

    The problem is resolved!!

    It turns out all the companies had one specific person associated with them as a sales rep sort of role. The email address was pulled into a company field to make that sales rep's data more accessible, and CRM tracking thus associated all the companies with that email address whenever an e-mail was sent to that person. I reformatted that field as text, and we no longer have the CC issue. Thanks for all your help!

  • Community Member Profile Picture
    Community Member on at
    RE: Multiple Unrelated Companies Being CC'ed in Outlook E-mails

    Issue update:

    I wrote a query last week to show all the records that were connected in this way in CRM. There were about 10,000, all within the last 18 months. I deleted most of the records (in essence, un-associating them with unrelated e-mails).

    There was no occurrence of the issue until yesterday.

    Now I have an e-mail that has 10,887 companies in the To field (not the CC like before).

    I checked the audit log and it shows that the companies were all added the moment the e-mail record was created. We still have no idea how this is happening.

    I talked to the sender of the e-mail. She sent it from Outlook, clicking "Track" and then "Set Regarding" and linking the e-mail with an opportunity record.

  • Community Member Profile Picture
    Community Member on at
    RE: Multiple Unrelated Companies Being CC'ed in Outlook E-mails

    I'd rather not show a screenshot just because they're actual company names and to blur them out would defeat the purpose of the screenshot in this case. :P

    I enabled audit log and I will update you as the issue continues and I'm able to trace the changes.

  • Community Member Profile Picture
    Community Member on at
    RE: Multiple Unrelated Companies Being CC'ed in Outlook E-mails

    Can you show a screenshot of the email?

    Try to enable the audit log and see how those companies are added to cc?

  • Community Member Profile Picture
    Community Member on at
    RE: Multiple Unrelated Companies Being CC'ed in Outlook E-mails

    Not at all. They're all random companies without e-mail addresses themselves. (The e-mail addresses are stored on the Contact entity.)

  • Community Member Profile Picture
    Community Member on at
    RE: Multiple Unrelated Companies Being CC'ed in Outlook E-mails

    Are these records sharing the same email address?

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