Hello MS Community
We use CRM for our Customer Support System and we have have certain Workflows which send notfications to users based on case changes.
For example when a User assignes a case to somebody the new owner gets a E-Mail with the Information and a Link to the record.
Or when a new note is created on the ticket the user gets an email. This all works fine.
But now my problem is, for every E-Mail which is sent by a CRM Workflow, there is created a new Outlook Message. The Subject is always the same but outlook can't group the message in the same conversation becasue of the CRM tracking tocken which is added to every E-mail.
I can't disable the tracking token, beacuse then E-Mails with the same Title and customer would not create a new case and would not be correctly appended.
Now my Question is:
Is there a way to disable the CRM Tracking token only from E-Mails which are sent by workflows?
Or a way in Outlook to tell that outlook can make a conversation based on the subject and just ignore the crm tracking token?
Example:
Email 1, Subject: Problem with Printer CRM001, text: Hello Userxxx assigned you the ticket "Link"
Email 2 Subject: Problem with Printer CRM002, text: Hello Userxxx there is a new note on the ticket "Link"
My Goal is to group these E-Mails in Outlook in a conversation. Either with chaning a setting in Outlook or with modifying crm subjects when E-Mails sent from workflows.
Thanks for your Help and Suggestions
Kind Regards
Joshua Lehmann
