Automatic tracking seemingly too clever in CRM 4.0

We are experiencing an interesting thing with automatic promotion of emails 
received.
This did not happen in CRM 3.0, but is happening since the upgrade to CRM 
4.0: After an email from a specific email address is tracked once to a 
specific client, CRM automatically in future always tracks all emails from 
this particular email address to the specific client regardless of the user 
in the company who receives the email. This is CRM being almost too clever 
and it does not make sense. We don't always want this... An example: Document 
scanned in from our scanner and emailed to a user will always come from 
administrator@ourdomain.com... We have the same scenario with emails from a a 
specifric goverment institution we have assigned to our company for our 
business whereby emails from them will always be received from a particular 
email address to any of our users using CRM. ... In these 2 scenarios we do 
not want automatic tracking. We want our users to track them manually as the 
information within these emails (albeit from the same email address) can 
pertain to any of our many clients within our CRM system. Unfortunately it 
seems after any user once manually tracks an email from one of the above 2 
sources all emails subsequently recieved from these email addresses track 
manually to the client it was originally tracked to (Happens also for all 
users). E.g. Just because an email comes from a particular email address it 
does not mean it applies to a particular client within the system. Perhaps it 
is a new feature in CRM 4.0? CAn anyone confirm this? If so, is there a way 
to turn it off ... Is there an exclusion list one can edit wherein one puts a 
list of email adderesses that should be ignored during the automatic tracking 
process (Or something similar)?
0
Keith1 (152)
6/12/2008 10:53:01 AM
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Hi Keith,

We have a similar issue when an email comes into one of our queues from the 
the same contact with a case of the same subject. the email gets auto set 
regariding the old case.

I havent found a solution as yet...

Ian

"Keith" <Keith@discussions.microsoft.com> wrote in message 
news:26611A60-439F-4043-8617-5BC7260EC477@microsoft.com...
> We are experiencing an interesting thing with automatic promotion of 
> emails
> received.
> This did not happen in CRM 3.0, but is happening since the upgrade to CRM
> 4.0: After an email from a specific email address is tracked once to a
> specific client, CRM automatically in future always tracks all emails from
> this particular email address to the specific client regardless of the 
> user
> in the company who receives the email. This is CRM being almost too clever
> and it does not make sense. We don't always want this... An example: 
> Document
> scanned in from our scanner and emailed to a user will always come from
> administrator@ourdomain.com... We have the same scenario with emails from 
> a a
> specifric goverment institution we have assigned to our company for our
> business whereby emails from them will always be received from a 
> particular
> email address to any of our users using CRM. ... In these 2 scenarios we 
> do
> not want automatic tracking. We want our users to track them manually as 
> the
> information within these emails (albeit from the same email address) can
> pertain to any of our many clients within our CRM system. Unfortunately it
> seems after any user once manually tracks an email from one of the above 2
> sources all emails subsequently recieved from these email addresses track
> manually to the client it was originally tracked to (Happens also for all
> users). E.g. Just because an email comes from a particular email address 
> it
> does not mean it applies to a particular client within the system. Perhaps 
> it
> is a new feature in CRM 4.0? CAn anyone confirm this? If so, is there a 
> way
> to turn it off ... Is there an exclusion list one can edit wherein one 
> puts a
> list of email adderesses that should be ignored during the automatic 
> tracking
> process (Or something similar)? 


0
rango20 (75)
6/12/2008 11:40:45 AM
We are having the same issue with new emails to our support queue being 
assigned to an old case instead of creating a new case.  Would love to be 
able to turn off/on, manipulate the smart tracking.

-Shaun


"Ian Watson" wrote:

> Hi Keith,
> 
> We have a similar issue when an email comes into one of our queues from the 
> the same contact with a case of the same subject. the email gets auto set 
> regariding the old case.
> 
> I havent found a solution as yet...
> 
> Ian
> 
> "Keith" <Keith@discussions.microsoft.com> wrote in message 
> news:26611A60-439F-4043-8617-5BC7260EC477@microsoft.com...
> > We are experiencing an interesting thing with automatic promotion of 
> > emails
> > received.
> > This did not happen in CRM 3.0, but is happening since the upgrade to CRM
> > 4.0: After an email from a specific email address is tracked once to a
> > specific client, CRM automatically in future always tracks all emails from
> > this particular email address to the specific client regardless of the 
> > user
> > in the company who receives the email. This is CRM being almost too clever
> > and it does not make sense. We don't always want this... An example: 
> > Document
> > scanned in from our scanner and emailed to a user will always come from
> > administrator@ourdomain.com... We have the same scenario with emails from 
> > a a
> > specifric goverment institution we have assigned to our company for our
> > business whereby emails from them will always be received from a 
> > particular
> > email address to any of our users using CRM. ... In these 2 scenarios we 
> > do
> > not want automatic tracking. We want our users to track them manually as 
> > the
> > information within these emails (albeit from the same email address) can
> > pertain to any of our many clients within our CRM system. Unfortunately it
> > seems after any user once manually tracks an email from one of the above 2
> > sources all emails subsequently recieved from these email addresses track
> > manually to the client it was originally tracked to (Happens also for all
> > users). E.g. Just because an email comes from a particular email address 
> > it
> > does not mean it applies to a particular client within the system. Perhaps 
> > it
> > is a new feature in CRM 4.0? CAn anyone confirm this? If so, is there a 
> > way
> > to turn it off ... Is there an exclusion list one can edit wherein one 
> > puts a
> > list of email adderesses that should be ignored during the automatic 
> > tracking
> > process (Or something similar)? 
> 
> 
> 
0
Shaun (103)
6/12/2008 3:15:09 PM
Reply:

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