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I need to investigate why so many emails are being tracked that have nothing to do with CRM records. For example, here's a somewhat private email a user is sending to another internal user about their W4 form. How do I figure out why this email was tracked?
Tracked Email
Personal Options
Server Settings
Hi Robert,
If not "Set Regarding" is defined, the common scenario is to have this emails displayed in the timeline of Contact record (usually the sender) of received message. Also, this email message can be viewed inside Activities > Emails > Received Emails.
Thanks,
Finally figured it out. Apparently the user is worried about not tracking something so they are selecting all messages in their inbox and sent folders and then using the Outlook Track to CRM Category. Since they aren't setting regarding, would those even show up under the account or contact on the timeline?
Hi Robert,
Looking into the evidences I could not see a configuration that could causing this behavior. I saw that user is using the "track" option for Leads, Contacts and Accounts, however I cannot see if the email message (first print screen) has Set Regarding defined to one of those entities.
Also, the email Subject has "RE:" indicating a response, so if this email was tracked, maybe the first of the thread was tracked by Sender and response was tracked based on that.
I recommend to check the track Personal Options for both users involved in order to confirm that they have the properly configuration. There are a lot of possibilities that could cause this behavior, but you definetely should check the Personal Options first. If you want to go deeper, try to use the EWSEditor (github.com/.../1.21) and check for Extended Properties.
This article also can provide some help: support.microsoft.com/.../view-internet-message-headers-in-outlook-cd039382-dc6e-4264-ac74-c048563d212c
I recommend to open a support case for that (using the system telemetry is pretty easy identify why an email message was tracked on Dynamics 365).
Thanks,
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André Arnaud de Cal...
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Martin Dráb
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nmaenpaa
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