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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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  • itguy84 Profile Picture
    itguy84 90 on at
    Re: Outlook tracking forwarded emails

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

  • Brian Storie Profile Picture
    Brian Storie on at
    Re: Outlook tracking forwarded emails

    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
    Re: Outlook tracking forwarded emails

    Smart matching has been already disabled on the server

  • itguy84 Profile Picture
    itguy84 90 on at
    Re: Outlook tracking forwarded emails

    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

  • Trina Mans Profile Picture
    Trina Mans on at
    Re: Outlook tracking forwarded emails

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

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