CRM Reusing Tracking Numbers RRS feed

  • Question

  • CRM attaches a tracking number to records to enable items of the same subject to be grouped together and searched for. Recently it appears that, despite the length of the number, the keys have started to be reused - this looks like a bug.

    Any Ideas how this can be rectified 


    • Edited by sgardin Tuesday, February 4, 2014 10:44 AM
    Tuesday, February 4, 2014 10:42 AM

All replies

  • Any details about what tracking number you're talking about?  Emails, Cases?  Is it one of the built-in numbering schemes, or a custom app?

    The postings on this site are solely my own and do not represent or constitute Hitachi Solutions' positions, views, strategies or opinions.

    Tuesday, February 4, 2014 2:00 PM
  • Potentially the tracking tokens could cycle back to the start if they ever reached the end of their sequence determined in the settings. 

    If you have set the tracking token to increment to the greatest value possible, you could turn off the tracking token and rely on smart matching only.  Smart matching uses an algorithm to create a hash based on the TO, FROM and subject fields.  The result is then added to a hash base table in the database.  The hash that is generated using these 3 fields should give a unique fingerprint to identify the email thread, and properly associate the email to the correct record.

    Jason Peterson

    Tuesday, February 4, 2014 2:10 PM