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User's emails wrongly visible in Timeline

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Posted on by JDG

Hi folks,

Ran into an issue today:

User A logs into CRM and creates a Contact with the e-mailaddress of someone within our organisation. Let's call him user B. User B has no CRM login but does have other 365 credentials.
User A adds the contact to a certain Account.
Now user A sees the personal emails, appointments and whatnot in the Timeline of the mentioned Account.

This behaviour is highly undesirable and we're kind of at a lost how this can happen. Any tips?

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Amit Katariya007 10,409 Super User 2025 Season 2 on at

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Does User A has enabled email tracking ? if yes then check the regarding record of the email which are present on the timeline.

Thank you,

Amit Katariya

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Naveen Ganeshe 3,397 User Group Leader on at

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You can untrack that user's emails from app for outlook and the activities will not sync

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Leco Lv on at

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Hi partner,

When creating contacts with the same email address triggers the system's default duplicate detection rules, it's obvious that the user ignored this and continued creating.

To prevent similar behavior from happening again, you can define an alternate key for the email field of the Contact entity, which will restrict the creation of contacts with the same email.

community.dynamics.com/.../duplicate-contacts-while-email-processing

Result:

Unfortunately, the current behavior cannot be changed.The activity record in the timeline is related to email tracking as the other two friends said. You can refer to this link and choose to close it.

learn.microsoft.com/.../track-outlook-email-by-choosing-button

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Leco Lv on at

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Hi partner,

Did our answer help you?

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JDG 58 on at

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As far as I know, none of our users have the outlook connector or use Dynamics for outlook. Still at a loss how these mails end up in Dynamics.

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JDG 58 on at

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This was not the case, the email addresses were not duplicates.

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Leco Lv on at

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Hi partner,

Sorry for misinterpreting your question, I was going in the wrong direction. I think it has something to do with sync and mail tracking, which you can find in personnal settings.

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JDG 58 on at

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Thanks, I'm aware of those settings. But even if those can turn the visibility of e-mails on or off in the timeline, it should (in my opinion) still not happen that a user can with these settings, view another user's email. So there must be some other setting to prevent this.

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JDG 58 on at

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Answering my own question here - in the end the main cause was that we had a bunch of users with e-mail synchronisation on.

Part of the issue was also the personal setting that creates a contact after there has been email traffic between the contact and the CRM user, but this is no longer possible when email sync is turned off.

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JDG 58 on at

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And another response since the issue turned up again with other users. In the end we contacted Microsoft support and they were quick to point out that the cause is actually a feature in the Sales Hub, called auto capture.

learn.microsoft.com/.../configure-auto-capture

So this solved the issue for good.

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