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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / How is Owner assigned ...
Customer experience | Sales, Customer Insights,...
Suggested Answer

How is Owner assigned for Email Activity?

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Posted on by nwebber 93

Hello,

So I have a workflow that assigns leads to sales reps. The emails that are being sent to leads from this workflow are not working as intended.

Some have the proper information saying that a sales rep has been assigned to them, but some of them say they've been assigned to our default CRM support. However, when I go and look at the leads themselves, none of them are actually assigned to CRM support, and are in fact assigned to the correct Sales Rep.

I've narrowed down the problem to who is considered the "Owner" of the email activity in CRM. If the owner is myself, then it gives the CRM support email. However, if the owner is my boss, it works as intended.

So my question is this: How does CRM determine who the owner of an Email Activity is? 

Thank you in advance.

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  • Suggested answer
    Pradeep Rai Profile Picture
    Pradeep Rai 5,489 Moderator on at

    Hi,

    Please check below link:
    https://community.dynamics.com/crm/b/friyanksblog/posts/system-setting-gt-general-gt-impact-of-set-whether-reassigned-records-are-shared-with-the-original-owner-is-set-to-no-yes

    One question in Assign Steps of Workflow which value have set in To field?

    Thanks,

    Pradeep.

  • nwebber Profile Picture
    nwebber 93 on at

    So when I wrote this yesterday, and rereading my question today, I realize I omitted things and was just plain inaccurate about my plight. Probably due to the stress of the situation. Allow me to elaborate:

    The workflow in question is sending an email to a customer(lead) for when they sign up to receive a product from our website while at a convention. Depending on what product they select, and where the customer is from, they are sent a different email. The system already has a workflow to handle assigning leads to sales reps. The problem is that my workflow is sending out false information in the emails. The customers(leads) are being assigned properly, but in the email, it says they have been assigned to CRM support. But that in itself is also random. Sometimes it works fine, and sometimes it gives the CRM Support. Looking at Sales -> Activities -> Emails, and narrowing the search by the topic of the emails being sent out, I've noticed that the emails own by myself always put CRM Support, but the ones owned by my boss show the correct information. So my question is how does CRM decide who the "Owner" of the email activity is in CRM, and how do I go about changing it to always be my boss instead of me?

    Email_5F00_Activity_5F00_Ownership.PNG

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