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Emails being created as 'SYSTEM'

Posted on by 152

When some of our users use the 'Set Regarding' button on the Outlook ribbon to attach an email to an account, the email shows as being created by 'SYSTEM' when viewed on the account record.  For most users this works fine and the email is created by their account.  Why would some user's email get created by 'SYSTEM' ?

  • Suggested answer
    WillD44 Profile Picture
    WillD44 152 on at
    RE: Emails being created as 'SYSTEM'

    This issue seems to have corrected itself just by switching the sync method from Server-side sync to Dynamics 365 for Outlook and then back again.  I know...make no sense to me either.

  • WillD44 Profile Picture
    WillD44 152 on at
    RE: Emails being created as 'SYSTEM'

    Security roles are the same.

  • Suggested answer
    pavanmanideep Profile Picture
    pavanmanideep 1,329 on at
    RE: Emails being created as 'SYSTEM'

    Could you verify if both have the same security roles....?

    Cheers,

    PMDY

    https://ecellorscrm.com

  • Suggested answer
    RE: Emails being created as 'SYSTEM'

    Have you enabled the Audit Log and is there anything mentioned there?

  • WillD44 Profile Picture
    WillD44 152 on at
    RE: Emails being created as 'SYSTEM'

    The owner of the email message is correct.  It's the 'Created by' and 'Modified by' fields that are incorrect.

    2023_2D00_01_2D00_30_5F00_14_2D00_48_2D00_04.png

    These should have the users name in them.

  • Amit Katariya007 Profile Picture
    Amit Katariya007 5,902 Moderator on at
    RE: Emails being created as 'SYSTEM'

    Hello Willi,

    Please refer below article and compare your email's contents/fields with the conditions that are mentioned.

    learn.microsoft.com/.../email-record-owner

    Thank you,

    Amit katariya

  • WillD44 Profile Picture
    WillD44 152 on at
    RE: Emails being created as 'SYSTEM'

    Other activities (tasks, phone calls, etc) seem to work OK

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