Hi Community,
so my customer has a support queue and all mails are tracked - so far so good. Sometimes tracked mails are forwarded (or as a reply) to only i.e. the manager for internal communictaion - the tracked queue is not in cc or anything - and still those mails are tracked in dynamics and visible to the support team. This shouldnt happen though! I did find the ORG DB Settings solution with following setting:
ClientDisableTrackingForReplyForwardEmails
| Default Value | False |
| Type | Boolean |
| Description | Enables a user not to automatically track replies and forwarded email messages. Set this to “True” to disable tracking replies and forwarded email messages. NOTE: This setting only applies to Dynamics 365 for Outlook (not Dynamics 365 App for Outlook). |
| Min Version | 5.0.9690.2903 |
| Max Version |
When a user receives a reply to an email that has already been tracked, the reply will also be tracked by default. This is great for keeping the chains of emails all within D365. Unfortunately, this may lead to conversations being tracked that shouldn’t and give visibility to sensitive conversations – a manager receiving an email that was a complaint about a particular email that their report sent for example.
Whilst this is mostly a training exercise, it can be quite embarrassing and this setting stops that. It does mean that you could lose out on a part of a conversation and rely on the user to track a response separately.
I just want to make sure i understand this correct - If i enable this setting ALL replies and forwarded will not be tracked OR just those who do not have the original tracked queue in To/CC line?!
I hope this was understandable :)BRSam
