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[CRM 2011] Email with the same subject not tracked as seperate emails RRS feed

  • Question

  • Hi,

    We are running into an email tracking issue that surfaced since the users migrated from CRM 4.0 to CRM 2011.  Email tracking using Tracking Tokens is incorrect in certain scenarios such as this:

    1. Original email comes in to a generic mailbox, the users track the email in CRM, an email activity is created.  This email activity is then linked to a Case by setting the regarding field on the email to point to the Case.  The subject of the original email does not contain any tracking tokens at this point.

    Email Subject

    2. The user forwards this email that is tracked to a third party (a lead in CRM).  The outgoing email will have this subject line:

    FW: Email Subject Token:0001234

    3. The third party forwards this email to another outside party (not related to CRM in any way), while putting the generic mailbox from Step 1 above as a Cc.  Since this is a forward, the email subject is exactly the same as the original forwarded message going out from the generic mailbox.

    FW: Email Subject Token:0001234

    When this email comes into the generic mailbox, they would be tracked automatically (not intended), with the regarding set to the Case from Step 1 above.

    However, when we go into the Case, we only see the email records from Steps 1 and 2 above in the history section.  And when opening this email using "View in CRM" from Outlook, it points back to the original forwarded email from Step 2, instead of creating a new email record for this new email.  Untracking and tracking the emails did not fix the issue either.  CRM will only take email that was first tracked, any other similar emails tracked afterwards will be treated as if they were the same message.  The very last email where the generic mailbox was Cc'ed on, never had the email record created in CRM.

    CRM uses the tracking token, and had been setup to track messages as two activities even if messages were sent between CRM entities.

    Any help would be appreciated.

    Thanks.

    Tuesday, November 25, 2014 8:19 PM