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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Outlook tracking forwa...
Microsoft Dynamics CRM (Archived)

Outlook tracking forwarded emails

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Posted on by itguy84 90

When a user tracks an email (Set regarding to an account/contact) in Outlook all emails forwarded or replied to this email is tracked. Is this the intended behavior or do I have a misconfigured setting to do this? We would like it that only the original email is tracked. (Have all emails be manually tracked).

In Outlook we have the "Check incoming e-mail in Outlook and determine whether an e-mail should be linked and saved as a Microsoft Dynamics CRM record" disabled.

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  • Trina Mans Profile Picture
    Trina Mans on at

    I wonder if it has to do with a feature in CRM called "smart matching"

  • itguy84 Profile Picture
    itguy84 90 on at

    Thanks.  I did a search on smart matching in CRM 2011 and found this post...

    social.microsoft.com/.../b097e0c8-f0f2-4f9b-b8a5-1e534d3cdcab

    I'll give that a try and see if it fixes my issue

  • itguy84 Profile Picture
    itguy84 90 on at

    Smart matching has been already disabled on the server

  • Brian Storie Profile Picture
    Brian Storie Microsoft Employee on at

    Hello Itguy84,

    What you are describing in the intended behavior from Tracking Emails with CRM.  The tracking of emails is designed to follow a "thread".  Every forward or reply is part of that email thread.  Leaving an email Tracked allows the CRM Application to add additional emails/correspondance to the email thread.

    If your end goal is simple that you want a record fo this email created in CRM, then you can manually click track/Set regarding on the first email.   Once that has sync'd and shown its tracking,  Click the untrack button and this will prevent Outlook from adding additional emails into CRM.

    I hope this helps answer your issue.

    Best Regards,

    Brian Storie

    CRM Support Engineer

  • itguy84 Profile Picture
    itguy84 90 on at

    We tried that solution but email reply/forwards are still being tracked after that

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