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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Having a queue and a c...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Having a queue and a contact with the same email creates two duplicate emails when auto-sending a email from the queue

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Posted on by MikeC282 2,175

Hi all,

I'm not sure why this is happening so this is my situation:

1. I've got a queue setup with an email called "test@test.com" for example.

2. I've also got a contact in the CRM with the same email (don't ask why).

I've got a auto-email that goes out from the queue with the from field of the email being that queue.

What I've noticed is that when that goes out it also creates a duplicate email in the case timeline with the same email but from the contact.. So the from field on the new email will be from the contact.

I've got a workflow that reopens a case whenever a new email comes in and matches to the case. These duplicates (one outgoing email from the queue which is the correct one and one incoming email from the contact with the same email as the queue which is a duplicate). Causes the case to be instantly reopened when someone resolves them.

This is a really strange and annoying thing that happens. Is there a way to turn it off? I know if I delete that contact then it'll stop this from happening but is there another way? Why does that happen in the first place?

I have the same question (0)
  • MikeC282 Profile Picture
    MikeC282 2,175 on at

    Any ideas guys? It seems to create duplicate emails whenever there's multiple contacts with the same email address, especially when they are all internal emails.

    I removed the duplicates for queue and contacts but it's now doing it for all contacts that have the same email address.

    It creates a duplicate email of the outgoing email that gets sent from the queue.

    So you end up having 1 actual email from the queue to the customer of a case.

    Then after a few minutes the system creates another email this time incoming and links back to the internal user from which the original email was sent and this time resolving the email address to all contacts with that email address.

    It affects workflows I've got that reopens a case if someone replies back to the same case.

    pastedimage1584591422740v1.png

    Obviously short of resolving all internal duplicate contacts (of which there are thousands). What a possible way of stopping this from happening.

    I've already turned off the setting that creates 2 activity records between two users in CRM.

    Kind regards,

    Mike

  • Suggested answer
    MikeC282 Profile Picture
    MikeC282 2,175 on at

    Ok so I understand why this is happening. It's a little strange thing that happens when people are sending emails between each other internally and all users have a Dynamics 365 license and synced to their mailbox and all queues are synced to the mailbox.

    Basically what happens is in the personal options of a user in the email tab. There is a drop down that asks what the setting is for tracking emails and it was at "Emails in response to Dynamics 365 emails". This then creates a bit of a issue.

    Because now the email is both outgoing from the queue and incoming from the internal user who received the email and then automatically tracked back again into CRM. This was why duplicate emails were created even if you untick the track activities between two users as two records.... Bloody strange setting and annoying.

  • Suggested answer
    Prasanna Lakshmi T J Profile Picture
    Prasanna Lakshmi T J on at

    Hi Mike,

    Hope you are doing good. I went through the details of your scenario. 

    Appreciate you efforts in narrowing the issue and having a deep dive analysis. 

    Yes, your analysis is right. 

    Whenever the emails are sent within the CRM user and queue, there is always a possibility of creating duplicate emails hence recommend you not to use the same email address for multiple records.

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