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What’s happening?

Emails created in Outlook are incorrectly tracked in Dynamics CRM, assigning ownership of the activities to another user (such as a manager) who is included in the email's CC field, rather than the actual creator of the activity.

Reason::

This occurs due to the auto-track personalization settings configured for users. Specifically, if the actual creator of the email activity in Outlook does not have the auto-track setting enabled, but another user included in the email (such as a manager) has the "track all emails" setting enabled, Dynamics CRM will automatically track the email activity under the user who has the "track all emails" setting enabled, making them the owner of the activity.

Resolution:

To resolve this, follow these steps:

  1. Verify the auto-track personalization settings for the affected users:
  2. The actual creator of the email activity should have the auto-track setting enabled if they want to be the owner of the tracked activity.

  3. If the actual creator has the setting "track no emails," and another user included in the email (such as a manager) has the setting "track all emails," the activity will be tracked under the user who has the auto-track enabled.

  4. Adjust the auto-track personalization settings accordingly:

  5. Ensure the actual creator of the email activity has the appropriate auto-track setting enabled ("track all emails") to ensure they become the owner of the activity in Dynamics CRM.

  6. Additionally, check and enable the "AutoTrackSentFolderItems" setting in the OrgDBOrgSettings:

  7. After enabling this setting, publish the changes.
  8. Approve, Test & Enable the mailbox to ensure emails in the Sent folder are tracked correctly.

For more detailed information, refer to the documentation: "Automatically track sent folder items with server-side synchronization - Power Platform | Microsoft".