I have a queue setup in CRM 2011 that receives incoming emails from an firstname.lastname@example.org address.
User error has created 2 records in the system, one a lead with an email address of email@example.com and a contact with an email address of firstname.lastname@example.org. All subsequent incoming emails now contain the lead record and the contact record
in the To field of the email activity. Why is this ? I have removed the email address from the lead and contact and things are working OK but I would like to know how this happens and how to avoid it.
CRM's Smart Matching feature will attempt to match the sender and recipients' e-mail addresses against the e-mail addresses of all e-mail enabled entities (accounts, contacts, leads, users, queues, custom entities, etc.). Sounds like that's what's happened.